Sr Dir, Product Mgmt- AI Foundations and Responsible AI

Company Description

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.

Job Description

Join the AI Foundations & Responsible AI product team within the AI Platform Product organization whose charter is to work cross-functionally across all horizontals at ServiceNow. As Senior Director of Product Management, you will closely partner with engineering, platform & horizontal product teams, and go-to-market functions to deliver AI-native platform features that power next-gen applications across multiple use cases. You will lead a team building complex products while driving the end-to-end lifecycle of Agentic and Generative AI Platform product capabilities at ServiceNow with a strong focus on customer outcomes. You will also help lead ServiceNow’s Responsible AI strategy, governance, and execution throughout the product and software development lifecycle. Your responsibilities include ensuring ServiceNow’s AI products meet the highest standards of ethics, safety, and trust, while also overseeing the development of Platform AI products and features included in ServiceNow’s AI Platform.

The ideal candidate is deeply passionate about AI platforms, understands the critical role of Platform in building and scaling AI-native products, and thrives in fast-paced, ambiguous environments. The perfect candidate is bold, curious, customer-focused, results-oriented, and highly adept at building bridges. A highly matrixed environment is where you thrive, and you get things done by breaking down silos and collaborating across boundaries. You are willing to dive deep into complex problems and possess the influencing skills to bring teams together and deliver the right solutions.

What you get to do in this role:

• Vision & Strategy: Define and communicate the vision, strategy, and roadmap for Gen AI Platform Foundations and Responsible AI across ServiceNow’s product portfolio, aligning with business goals, customer needs, and regulatory requirements.
• AI Platform Foundations Leadership: Drive the development and adoption of core AI platform capabilities to enable product teams to build and deploy AI solutions efficiently and responsibly. Influence horizontal and vertical product teams to adopt common AI Platform standards, ensuring reuse, scalability, and trust.
• Responsible AI Governance: Lead the implementation of AI governance frameworks, including model cards, safety & high-risk AI testing, and compliance with emerging regulations such as the EU AI Act.
• Cross-Functional Collaboration: Partner with engineering, design, legal, risk, and policy teams to build robust, scalable platform components that address the unique challenges of Gen AI deployment in the enterprise, embedding Platform AI and Responsible AI principles into product development lifecycles.
• Customer & Stakeholder Engagement: Engage deeply with customers to drive platform adoption, gather feedback, and continuously iterate on the roadmap based on evolving enterprise needs. Champion customer-centric thinking across the organization and be the voice of AI platform users, including developers, data scientists, and enterprise architects.
• Outbound Partnership: Collaborate with Outbound partners to deliver ecosystem-aligned, data-powered solutions to market. Serve as a subject matter expert for cross-functional teams and address customer inquiries about ServiceNow’s Platform AI and Responsible AI stance during the sales process.
• Product Innovation: Leverage existing ServiceNow capabilities while identifying key innovations needed to unlock the full value of Gen AI across the product portfolio. Analyse competitive Gen AI platform trends and identify whitespace opportunities to differentiate ServiceNow.
• Operational Execution: Oversee the operational execution of Responsible AI programs, including training initiatives, stakeholder engagement, and performance tracking.
• External Advocacy: Represent ServiceNow in external forums, customer engagements, and industry working groups to advocate for ethical and innovative AI practices.
• Team Leadership: Mentor and lead a team of product managers and AI stewards, fostering a culture of accountability, innovation, and technical excellence.

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.
• 15+ years of experience in product management, 10+ in a leadership role.
• Deep understanding of data platform, AI ethics, governance, and regulatory landscapes, experience is strongly preferred.
• Led, managed a high-performing team of product managers, leveraging exceptional leadership skills to inspire and motivate them to achieve exceptional results.
• Proven track record of leading cross-functional teams and delivering enterprise-scale AI solutions
• Entrepreneurial mindset with experience launching 0-to-1 products or platform capabilities; proven ability to scale offerings over time.
• Obsession with product-market fit and delivering value at speed while maintaining a long-term architectural vision.
• Proven collaborator with experience driving consensus and execution across engineering, design, sales, and customer success teams.
• Analytical thinker with strong data literacy; able to connect technical metrics with product strategy and user outcomes.
• Excellent communicator who can tailor messages to technical and business audiences alike, from LLM practitioners to C-suite stakeholders.
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.
• Strong communication and stakeholder management skills.
• Comfortable navigating complexity and ambiguity, with a bias for action and continuous learning.
• Thought leadership in AI market trends, AI safety and ethics, and enterprise AI adoption patterns.
• Familiarity with ServiceNow's platform and application portfolio is a strong plus.
• Bachelor's degree in Computer Science, Engineering, or related field; advanced degree preferred

JV20

For positions in this location, we offer a base pay of $250,200 - $437,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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, 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 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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