Director, Inbound Product Management - Public Sector Industry AI Products

Director, Inbound Product Management - Public Sector Industry AI Products

• Full-time

• Employee Type:
Regular

• Region: AMS - North America and Canada

• Work Persona:
Flexible or Remote

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 — Service Now 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.

The Team

CRM and Industry Workflows business unit products enable government organizations to provide seamless customer experiences and drive fierce customer satisfaction. We build AI‑native solutions for public sector customers on top of our Customer Service Management and Field Service Management foundation. These solutions deliver omnichannel customer engagement while uniting workflows across the front, middle, and back‑office public sector mission teams. We are their AI platform for government transformation, through which the agencies provide and fulfill services autonomously with human oversight, resolve needs of constituents and intra/inter‑agency faster, and drive great experiences through our AI experience layer.

The Role

Governments around the world are racing to reinvent how public services work. We believe the next leap forward is Autonomous, Human Government—public services that run intelligently on their own, with humans setting the mission, goals, and guardrails.

As Director of Inbound Product Management, you will function as the co‑founder of a new category for government AI on the Service Now platform. You’ll define what AI‑native government workflows look like, why they matter, and how agencies can adopt them safely and assuredly. You’ll build what no one has built before at scale—and you’ll do it in partnership with the most progressive public sector organizations on the planet.

If you thrive on turning customer problems into elegant products, love crystallizing patterns from chaos, and want to build the future of how government works—not just make incremental improvements—this is the role.

What you get to do in this role

• Architect the global strategy and roadmap for AI‑native public sector workflows that make agencies (federal/central, state & local) faster, smarter, and mission‑outcome focused. Shape framework and make build/partner selections.

• Work with agency innovators, mission owners, CIO/CTOs, and our partner ecosystem to uncover deep needs and identify breakthrough AI opportunities.

• Transform complex public‑sector workflows into autonomous product capabilities—with explainability, transparency, and human oversight built in from the start.

• Define how success is measured for AI in government: evaluation methods, outcome metrics, quality thresholds, safety envelopes, and trust signals.

• Drive execution across engineering, research, design, field CTOs, GTM, and partners—reducing ambiguity and accelerating time to value.

• Promote your product area internally and externally as a visible expert—shaping customer expectations and influencing the market conversation around autonomous government services.

• Guide a global team of 5-7 senior inbound product managers, report to the VP/GM directly.

To be successful in this role you have

• 15 years of product management experience, guiding product managers and managers of product management, and cross‑functional teams rallying everyone towards aligned OKRs.

• Experience building and shipping AI‑native products where self‑service, reasoning, and oversight are core—not bolt‑ons.

• Strong foundation in AI evaluation—quality, safety, constraints, transparency, reproducibility, and trustworthy outcomes.

• Demonstrated ability to spark alignment across engineering, research, design, field organizations, and executive stakeholders.

• Exceptional storytelling and the ability to…