Staff Inbound Product Manager - Platform & AI Innovation at ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

What you get to do in this role:   

Team description: The platform & AI innovation product management team is a newly created product function with the carter to accelerate top-line growth and radically improve the value delivered and competitiveness of the portfolio products in the ServiceNow platform. This team is responsible for identifying strategic new market opportunities leveraging technology such as GenAI, designing, and prototyping new product solutions closely with customers, partners, and internal business unit stakeholders, bringing the product to the market and driving adoption.

Position Overview: We’re seeking a strategic Product Manager to lead the architectural development of Agentic AI, with a strong focus on quality, performance, and safety. You will shape how AI agents function autonomously in enterprise workflows, ensuring they meet the highest standards of scalability, security, and reliability. This role requires a blend of strategic thinking, technical acumen, and excellent communication skills. '

This is a hybrid work schedule position with strong preference for candidates in the Montreal area.

Key Responsibilities: 

• Define and manage the architecture for Agentic AI, ensuring seamless integration and system performance. 
• Collaborate with engineering teams to build robust, scalable AI agents focused on reliability, security, and efficiency. 
• Lead initiatives to ensure the safety and compliance of AI agents, adhering to data privacy and ethical standards. 
• Develop and monitor quality benchmarks, performance metrics, and security protocols for AI agents. 
• Oversee testing strategies and performance optimizations, ensuring agents meet strict enterprise-grade standards. 
• Address risk management in AI behavior to ensure agents operate within defined safety parameters. 
• Foster collaboration across engineering, AI Research, and security teams to ensure high-quality agent delivery. 

To be successful in this role you have:

• 8+ years of software product management experience
• Proven experience in product management, with a focus on software architecture or AI platforms. 
• Strong understanding of AI/ML architectures, safety frameworks, and performance optimization. 
• Experience in managing large-scale systems with complex, real-time data processing needs. 
• Familiarity with security protocols, risk management, and compliance in AI systems. 
• Excellent cross-functional collaboration skills, able to bridge technical and business teams.

Preferred Qualifications: 

• Experience with enterprise platforms (e.g., ServiceNow) and implementing AI systems with strict quality and performance requirements. 
• Knowledge of AI risk management, ethical AI design, and advanced security practices.  
• Passion for innovation and technology. 
• Entrepreneurial mindset with a proactive and hands-on approach. 
• Ability to thrive in a fast-paced, dynamic environment. 
• Customer-centric focus with a deep understanding of user needs. 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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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