Staff Inbound Product Manager - ServiceNow University

Description

The role is Staff Technical Product Manager for the company University, shaping AI-native learning and credentialing experiences for customers, partners, employees and individual learners.

The company University is rebuilding how people gain the knowledge and skills to work well with the company. The product is moving toward experiences that are personalized, proactive, conversational and hands-on, so learners reach their goals when they need them. This matches the current university strategy: AI-driven simulation, real-time guidance, skills intelligence, intelligent pathways and measurable learner capability.

You will own defined technical product capabilities that cover several the company University experiences. You will work with the company University product managers and closely with Engineering, Architecture, Design, Research, Data and shared platform teams. Your job is to turn learner and business needs into scalable capabilities, clear technical requirements and workable product plans.

You will balance learner needs, product priorities, platform capabilities and technical constraints to help the university make good use of Lux and other shared the company AI and platform capabilities.

Responsibilities

• Set the product strategy and roadmap for your assigned technical capabilities in the company University and carry it out.
• Work with the company University product managers to turn learner needs, strategies and roadmap priorities into requirements, user stories, acceptance criteria and delivery plans.
• Push the use of Lux and other the company AI and platform capabilities across the relevant university experiences.
• Lead discovery for capabilities that span product areas, such as personalization, conversational experiences, learner data, search, recommendations and reusable experience components.
• Build a deep understanding of learners, business needs, platform capabilities and new AI technology, and use it to shape product decisions and set investment priorities.
• Define reusable capabilities, integration patterns and product standards so teams can innovate while delivering a consistent, scalable, consumer-grade learner experience.
• Lead technical planning: define requirements, set priorities, weigh technical trade-offs and drive delivery across several cross-functional teams.
• Work closely with Engineering, Architecture and Design to deliver capabilities that are scalable, secure, accessible, compliant and ready for enterprise use.
• Identify and manage dependencies across university product areas, shared platform teams, enterprise systems and external technology partners.
• Define measurable outcomes for your capabilities, covering adoption, quality, reliability, learner engagement and contribution to learning and credentialing results.
• Communicate product direction, technical decisions, dependencies, risks and outcomes to senior product, engineering and business stakeholders.

Requirements

• You have used AI in your work processes, decision-making or problem-solving. This can include AI-powered tools, workflow automation, analysis of AI-driven insights, or assessing how AI could affect your function or industry.
• You have 8+ years of product management or technical product management experience delivering enterprise software, digital platforms, AI-powered products or customer-facing experiences.
• You have defined and executed product strategy for technically complex capabilities, enterprise platforms, cloud platforms or integrated digital experiences.
• You have a strong grasp of enterprise software architecture, APIs, data flows, system integrations, cloud technologies and distributed systems.
• You have hands-on experience with modern AI technologies, such as large language models, AI agents, conversational systems, search, recommendations, personalization or contextual intelligence.
• You have successfully worked with Engineering, Architecture, Design, Research and product stakeholders on complex cross-functional initiatives.
• You have defined reusable capabilities, integration patterns or product standards used across multiple product experiences.
• You have solid technical judgment for weighing architectural trade-offs, platform investments, scalability, security, privacy, compliance and enterprise readiness.
• You can turn learner, customer and business needs into technically actionable requirements and measurable outcomes.
• You analyze well: you can define success measures, read product telemetry and use evidence to set priorities.
• You communicate and influence well, aligning diverse stakeholders and driving decisions without direct authority.
• FD21
• Base pay for this location is $149,800 to $262,200, plus equity where applicable, variable or incentive compensation, and benefits. Sales roles generally include a competitive On Target Earnings (OTE) incentive structure. The base pay shown is a guideline; individual total compensation depends on qualifications, skill level, competencies and work location.

Conditions

Pay is based on the geographic location of the role and may change with work location.

Work persona (flexible, remote or required in office) is assigned by the nature of the work and the work location. The company may check the distance between your primary residence and the nearest the company office with a third-party service.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match and an employee stock purchase plan (ESPP).
• Matching donations, a flexible time-away plan and family leave programs.