Principal Product Manager, AI Evaluation Tools

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

About the team:

The ServiceNow AI Experiences and Innovation organization is responsible for driving our Agentic AI strategy and roadmap to be the AI platform for business transformation. Come join our growing team and work with some of the brightest minds in the industry as we unlock the potential of this profound technology and make it real for our customers.

About the role:

As enterprises continue to grow their AI maturity and adoption, we need to provide our customers with tooling experiences that allow for robust evaluation of agentic AI systems and models. Agentic AI systems require the orchestration of multiple components (e.g., LLMs, RAG, frameworks), and given this level of complexity, this is a unique opportunity for someone to step in to help build a simple, but powerful experience that our allows our customers to build and deploy agentic AI systems and models with more confidence and with minimal human intervention.

You will have strong customer empathy, and an innovative mindset to understand new capabilities customers need to ensure they are able to assess accuracy, performance and quality of Agentic AI systems and models. Strong partnership skills should be brought to the table to ensure that we are building products that can be used across the various business units. This role includes regular external customer engagement opportunities as part of a high-impact, customer-centric environment with a highly collaborative team.

What you get to do in this role:   

• Distill and transform ServiceNow customer and partner ideas and feedback into a cohesive product vision and roadmap.
• Own end-to-end feature and capability development by defining product requirements, setting up user research, and managing development & testing by release.
• Clearly communicate priorities, plans, and customer outcomes to key internal stakeholders.
• Partner with ServiceNow AI research teams to plan experiments and help convert them into scalable features delivering high value for customers.
• Maintain a perspective on the rapidly evolving generative AI landscape to feed product evolution around helping customers to build and deploy trustworthy Agentic AI systems.

Qualifications

• 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.
• 8+ years of Product Management experience or equivalent in a technical role in enterprise SaaS.
• Experience in evaluating LLMs and AI solutions.
• Experience working on developer tools and for technical end users.
• Strong prioritization skills and the discipline to focus on customer needs.
• Experience defining and capturing product requirements and transforming them into a product roadmap.
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions.
• Drive solution development through big-picture solution development.
• Ability to inspire and align engineering teams to deliver exceptional experiences. 

For positions in this location, we offer a base pay of $163,600 - $286,300, 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 [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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