Director, Product Management- Action Fabric

Director, Product Management
- Action Fabric

You'll own the product strategy and execution for Action Fabric, Service Now's headless access layer for agentic AI platforms. This is a foundational role at the intersection of platform architecture, consumption economics, and frontier AI integration. You'll define how customers invoke the Service Now platform through their preferred tools, design pricing models that align with agentic consumption patterns (tokens, requests, actions), and partner with your organization's platform teams (MCP Server, A2A, REST/GraphQL APIs) and enterprise application teams (ITSM, ITOM, CRM, CSM) to deliver a cohesive, world-class headless customer experience.

Agentic AI adoption is moving fast, and the winners will be the platforms that make it easiest for agents to take action. This role sits at the center of that opportunity - building the product, economics, and partnerships that make Service Now the go-to action layer for frontier AI platforms. You'll work on zero-to-one product challenges, shape industry standards as they're being written, and have direct influence on how Service Now monetizes its platform in the agentic era.

You'll join a platform organization focused on agentic access and developer monetization. Your team cuts across three core areas:

• MCP Servers for customers (140+ customers, ~20,000+ invocations per week)
• Agent to Agent
• REST and GraphQL API surface for platform access
• Action Fabric – the monetization and metering layer for platform actions through agentic access

Success in this role is measured by four metrics : top-line capability growth (tokens/requests consumed), telemetry and instrumentation delivery, cross-disciplinary collaboration across product, engineering, and go-to-market leadership, and industry partnerships and collaboration across agentic interoperability standards.

The impact you'll make includes:

• Defining the Action Fabric vision and roadmap as Service Now's headless access paradigm. You'll articulate how agentic platforms and applications invoke the system of action, what controls need to be in place, and how that consumption is measured, metered, and monetized.
• Setting Service Now's position in the emerging interoperability stack (MCP Server, A2A, REST/GraphQL APIs) - turning agentic interoperability into a governed, differentiated customer outcome rather than a commodity connector.
• Driving consumption economics and pricing calibration. You'll monitor live customer signals (e.g., agent invocations, use cases, token consumption patterns) to ensure pricing models are sound, competitive, and scalable. This requires financial fluency and executive presence to make peer-level decisions with pricing, product, engineering, and finance.
• Building and owning the telemetry framework for platform actions. You'll partner with engineering to instrument how customers consume the platform, what drives value, and where to optimize.
• Partnering with platform integrations and leading AI providers to ensure Service Now is a first-class action layer inside the tools customers already use.
• Owning field messaging and competitive positioning. You'll work closely with go-to-market leadership on customer enablement and thought leadership. When customers and partners ask hard questions about pricing, positioning, competitive alternatives, or roadmap, you are the product authority making real-time calls as adoption patterns and competitive dynamics shift.
• Defining and tracking metrics that reflect real impact. You live and breathe product adoption, consumption, and business metrics. You use data to surface early signals and iterate quickly in an ambiguous, fast-moving space.

• 8–10+ years of product management experience, with at least 2–3 years owning product strategy for platform or integration products at enterprise scale.
• Deep experience with consumption-based or usage-based pricing models. You understand pricing mechanics, can read and challenge financial models, and have peer-level conversations with finance teams about unit economics and margin drivers.
• Technical fluency with agentic AI - token consumption, action invocation patterns,…