Principal Inbound Product Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

About the Team

Our Connected Customer Experiences organization is scaling a portfolio of AI-powered capabilities designed to help customers resolve issues quickly and effectively, with AI increasingly able to complete resolutions without requiring human involvement. These capabilities are core to how Service Now proves that AI can operate reliably at enterprise scale — on our own platform, for our own customers.

About the Role

Service Now is looking for a Principal Inbound Product Manager to build the evaluation and feedback backbone that makes our AI-powered support products trustworthy, measurable, and continuously improving. We are investing in building structured mechanism for statistical sampling, human review, or feedback capture that closes the loop back into the product. This role owns enabling that mechanism from the ground up, and applying it consistently across all AI-enabled products in the portfolio.

This is an inbound-facing role: your primary customers are the product teams and Customer Support teams across the organization, and your core deliverable is the evaluation & governance infrastructure, taxonomy, and process that lets every AI feature get measurably better over time.

What You'll Own

• 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.

Why This Role Matters

• Own the foundational trust layer for Service Now's AI-powered support products at a moment when the company is scaling AI features faster than it can currently validate them.
• Shape how Service Now itself, not just our customers — operationalizes responsible, data-driven AI product development, with direct executive visibility.
• Sit at the intersection of product, data science, and operations, with the mandate to build something that doesn't exist today rather than optimize an existing process.

High-leverage, cross-functional scope: your work becomes the shared standard every AI feature across the organd measured against.

What Success Looks Like

• A structured evaluation ecosystem (automated evals, human review cadence, feedback taxonomy) live and adopted across all major AI-enabled support products.
• A functioning closed-loop process, with measurable improvement in resolution quality tied to feedback findings.
• Demonstrated progress toward company-wide goals for AI-driven issue resolution, with feedback insights as a contributing driver.
• AI product and engineering teams actively using the evaluation framework as part of their standard development cycle, not as an afterthought.

To be successful in this role you have:

• 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…