Senior Manager, AI Business Product Management

Company: Servicenow
Location: Santa Clara
Posted on: February 17, 2025

Job Description:

Company DescriptionIt 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 DescriptionAbout the Role:We are seeking a highly experienced and visionary Senior Manager for our Customer Support and Services (CSS) AI team. This role is pivotal in driving the strategy, development, and implementation of AI capabilities, services and solutions to assist our organization's AI initiatives that is a mix of traditional AI and Generative AI. The successful candidate will guide a team of AI business product managers and work cross-functionally with engineering and leadership to ensure the delivery of cutting-edge AI technologies that enhance our products and services.What you get to do in this role:Key Responsibilities:

• Strategic Leadership:

• Co-develop and drive execution of the strategic vision for AI capabilities, services and solutions in alignment with the company's overall AI strategy and needs of CSS. Combination of Traditional AI capabilities and Gen AI that will drive value to our internal stakeholders.
• Collaborate with senior leadership to identify opportunities for AI integration across various business units.
• Team Management:
  • Guide, mentor, and grow a high-performing team of AI and data business product managers.
  • Foster a collaborative and innovative team environment that encourages continuous learning and improvement.
  • AI Development and Maintenance:
    • Oversee the design, development, and deployment of scalable AI capabilities, services and solutions.
    • Ensure the reliability, security, and performance of AI capabilities, services and solutions, enabling seamless integration with existing systems.
    • Roll out scalable AI services at speed like LLM as service, Content Moderation service, Document Parser, AI Agents, Recommendations engine etc.
    • Project Management:
      • Manage multiple AI projects, ensuring they are delivered on time, within scope, and within budget.
      • Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders.
      • Innovation and Implementation:
        • Stay abreast of the latest advancements in AI technologies and methodologies.
        • Drive the adoption of best practices in AI and machine learning across the organization.
        • Implement AI solutions that drive business value and enhance customer experiences.
        • Stakeholder Engagement:
          • Partner with cross-functional teams to understand their AI needs and develop tailored solutions.
          • Present AI strategies and project updates to executive leadership and key stakeholders.
          • Governance and Compliance:
            • Ensure all AI initiatives comply with relevant data privacy regulations and ethical standards.
            • Develop and enforce governance frameworks to manage AI models and data usage specifically with regards to LLMs.QualificationsTo be successful in this role you have:Required 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.
              • 10+ years of overall experience, 1-3+ years in technology leadership roles, with a focus on AI, Machine Learning, Conversational AI.
              • Experience managing a distributed team.
              • Ability to serve as a team lead and coach employees at lower levels.
              • Experience building new products that use challenging algorithms.
              • Experience in delivering highly scalable AI services in the enterprise world.
              • Strong knowledge of core AI/ML techniques and algorithms.
              • Bias for Action even in ambiguous net new contexts.
              • Exceptional verbal and written communication skills with a collaborative and engaging approach.
              • Ability to interface effectively with customers and diverse roles across all organizational levels.
              • Analytical and data-oriented mindset to solve complex business problems and recommend continuous improvement initiatives.
              • Technical Skills: Experience with ServiceNow's core modules, including ITSM, ITOM, CSM, or others is highly desirable.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!
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Keywords: Servicenow, Santa Clara , Senior Manager, AI Business Product Management, Executive , Santa Clara, California