Who you are

- 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-derived insights, or exploring AI's potential impact on the function or industry

- 12+ years of software or enterprise product management experience

- Strong prioritization skills and the discipline to focus on high impact activities

- 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

- Strong understanding of conversational AI, generative AI, agentic systems, or related technologies

- Experience being an enterprise customer or supporting enterprise customers through pilots, UAT, go-live, stabilization, or critical escalations

- Experience designing evaluation datasets, conducting comparative AI evaluations, and interpreting model-quality results

- Understanding of retrieval, knowledge bases, citations, prompt engineering, context engineering, and conversational orchestration

- Familiarity with design and collaboration tools such as Figma and Miro, and product-planning systems

- Experience with enterprise AI products, including ServiceNow or similar Virtual Agent, Search, or AI Agent solutions

What the job involves

- Own the roadmap, vision and requirements for conversational AI features

- Turn customer feedback into product improvements and roadmap priorities





- Guide product strategy that sets us up for success as we look to grow to $10B+ in revenue

- Communicate product priorities and build consensus

- Assume leadership responsibilities as an accountable owner who is committed to the outcome regardless of the role or organizational boundaries

- Work with multiple teams to guide projects through development and bring high-quality products to life

- Integrate usability studies, research and market intelligence into product requirements to enhance user satisfaction

- Communicate complex problems into easily understood requirements and provide solutions

- Develop multi-mode communications that convey a clear understanding of the needs of different audiences

- Guide the promoting of efforts across different groups of team members, along with the ability to influence inside and outside of your team

- Create clear PRDs, epics, stories, acceptance criteria, and success metrics

- Disambiguation and clarification
- AI Processing and progress messages

- Document and multimodal experiences
- Slot filling and information collection

- Feedback intelligence

- Fallback and error experiences
- Identify and prioritize feature gaps across AI orchestrators

- Partner with engineering and design to deliver effective end-to-end customer experience

- Define testing, telemetry, quality, and performance requirements

- Support strategic customers, pilots, go-lives, and product escalations

- Coordinate dependencies and guidance across multiple teams

Perks

- Generous family leave

- Matched donations

- Annual learning stipends

- Flexible PTO

- Competitive retirement plan

- Paid volunteer time

📌 Senior Staff Inbound Product Manager (Miami)
🏢 ServiceNow
📍 Miami