Staff Inbound Product Manager - Hill Climbing Product and Customer Instance Program

Job Description

About the role

AI Specialists don’t get better by accident. Hill climbing is how we improve them. We test against real customer environments, find what’s failing, fix it, and test again. Now we want every AI Specialist team to climb this way, faster, and without needing us to run it for them. You’ll own the product and the program that make that happen.

What you’ll do

• Own the hill climbing product roadmap and scale it across our priority AI Specialists and beyond.
• Run the customer instance program with our business units and product teams, expanding access to real customer environments so every specialist is tested where it actually runs.
• Cut the loop time from a shipped change to a clear, actionable quality verdict from weeks to days.
• Convert eval findings into prioritized fixes with specialist product teams, and stay with those teams until the fixes ship.
• Turn hill climbing into a method product teams can run on their own, with the tools, guides and defaults to do it well and without heavy support from our team.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• You have 9 or more years of work experience, including product management on AI or ML products in production.
• You’ve owned a product roadmap and scaled a product from one team to many.
• You’ve run fast improvement loops on ML or LLM systems, from experiments and error analysis to prioritized fixes that shipped.
• You’ve taken a process that needed expert support and turned it into a tool or method other teams use without you in the room.
• You can line up product, engineering and business teams behind one plan and keep it moving.
• You have experience with agentic AI, enterprise workflow software or the ServiceNow platform.

FD21

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.