Note: The job is a remote job and is open to candidates in USA. ServiceNow is an AI control tower for business reinvention, bringing together AI, data, and workflows to help organizations work smarter, faster, and better. The Principal Inbound Product Manager will build and own the evaluation, feedback, governance, and taxonomy infrastructure for AI-powered support products, enabling measurable and continuous improvements. The role coordinates across Product, AI/ML Engineering, Data & Telemetry, and AI Operations to establish a company-wide evaluation framework.
Responsibilities
- End-to-end design of the AI product evaluation ecosystem: automated evals, human-in-the-loop review, and a structured feedback taxonomy applied consistently across the organization's AI-enabled support capabilities
- A closed-loop process that converts feedback and review findings into concrete product and model improvements
- Cross-functional coordination across Product, AI/ML Engineering, Data & Telemetry, and AI Operations to unify how feedback is captured, reviewed, and actioned
- The requirements and prioritization inputs that drive continuous improvement in resolution quality and effectiveness, benefiting both internal support teams and external customers
Skills
- 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 product management , with recent hands-on experience building AI Agents, AI evaluation, feedback, or quality frameworks for AI/ML-powered products
- Strong AI product sense, able to reason about measuring AI application performance, failure modes, and quality tradeoffs, not just feature delivery
- Experience designing structured feedback or evaluation systems: golden datasets, statistical sampling, human-in-the-loop review, or similar
- Data-driven decision-making, comfortable defining metrics, interpreting telemetry, and using both to prioritize
- Proven track record leading cross-functional initiatives without direct authority, across Product, Engineering, Data Science, and Operations
- Excellent stakeholder management and communication skills; able to influence senior leaders and align multiple teams around a shared framework
- Experience in a customer support, service delivery, or similarly operational environment is a plus
Benefits
- Equity (when applicable)
- Variable/incentive compensation
- Health plans, including flexible spending accounts
- A 401(k) Plan with company match
- ESPP
- Matching donations
- A flexible time away plan
- Family leave programs
- Flexible work persona
Company Overview
Company H1B Sponsorship