VP, Product Management-AI Platform Experience

Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

Vice President, Product Management – AI Platform Experience

As Vice President of Product Management for Lux, ServiceNow’s AI-native experience platform, you will define and lead the strategy for the next generation of enterprise AI experiences. Lux provides the common platform that brings together AI-first user experiences, agentic AI, contextual intelligence, and reusable platform capabilities that enable every Business Unit to build consistent, intelligent, and enterprise-grade applications.

You will partner closely with executive leaders across Product, Engineering, Design, Research, Customer Success, and Go-to-Market teams to define the long-term vision, product strategy, and roadmap for Lux while driving adoption across ServiceNow’s product portfolio. Your leadership will establish the standards, governance, and reusable platform capabilities that enable innovation at scale, ensuring customers receive a cohesive, high-quality AI-native experience regardless of the applications they use.

As AI rapidly transforms enterprise software, you will lead one of ServiceNow’s most strategic platform investments, shaping how millions of users interact with AI across the platform through consumer grade experiences. By balancing long-term platform strategy with the evolving needs of Business Units and customers, you will accelerate AI adoption, improve customer efficiency, and strengthen ServiceNow’s leadership in enterprise AI.

What you get to do in this role:

• Define and execute the product vision, strategy, and roadmap for Lux, ServiceNow’s AI-native experience platform, aligning platform investments with the company’s AI strategy and long-term growth objectives.
• Lead, mentor, and develop a team of Product Management leaders responsible for the AI-native platform experience.
• Partner with executive leaders across Product, Engineering, Design, Research, and Business Units to define and deliver a unified AI-native experience strategy across the ServiceNow platform.
• Drive innovation by shaping the future of AI-first experiences, agentic workflows, contextual intelligence, and next-generation interaction models.
• Define reusable platform capabilities, product standards, and governance models that enable Business Units to innovate while delivering a consistent, enterprise-grade customer experience.
• Develop a deep understanding of customer needs, market trends, and emerging AI technologies to influence platform strategy, prioritize investments, and accelerate adoption.
• Lead platform product planning by defining requirements, prioritizing investments, evaluating technical trade-offs, and driving execution across multiple cross-functional organizations.
• Partner closely with Engineering, Design, and Architecture to deliver scalable, secure, compliant, and enterprise-ready platform capabilities.
• Champion platform quality, governance, accessibility, privacy, and responsible AI practices to ensure Lux delivers trusted experiences at enterprise scale.
• Represent the Lux platform strategy with executive leadership, strategic customers, and key partners while helping shape ServiceNow’s long-term AI vision.

Qualifications

To be successful in this role you have:

• 15+ years of product management experience, including 8+ years leading high-performing product management organizations and senior product leaders.
• Proven experience defining and executing product strategy for enterprise platforms, AI products, cloud platforms, or developer ecosystems at scale.
• Deep understanding of enterprise software architecture, distributed systems, AI technologies, large language models (LLMs), agentic AI, and modern application platforms.
• Demonstrated success partnering with Engineering, Design, Research, and executive stakeholders to deliver complex, cross-functional platform initiatives across large organizations.
• Experience establishing platform strategy, governance, reusable frameworks, product standards, and contribution models that enable multiple product organizations to innovate on a common platform.
• Strong technical acumen with the ability to evaluate architectural trade-offs, platform investments, scalability, security, privacy, compliance, and enterprise readiness.
• Proven ability to translate customer needs, market trends, and emerging technologies into product strategy and measurable business outcomes.
• Exceptional communication, executive presence, and influencing skills, with the ability to align senior leaders and drive decisions across diverse stakeholder groups.
• Experience leading organizations through ambiguity, rapid technology evolution, and organizational change while maintaining a strong focus on execution and customer outcomes.
• Bachelor’s degree in Computer Science, Engineering, or a related technical discipline; advanced degree preferred.

Highly Preferred Skills and Experience

• Experience defining and scaling AI-native platforms, enterprise AI experiences, or agentic AI solutions used across multiple products or business units.
• Demonstrated success leading platform transformations that drive adoption, standardization, and reusable capabilities across large enterprise software organizations.
• Deep understanding of modern AI technologies, including large language models (LLMs), AI agents, contextual intelligence, and next-generation human-AI interaction models.
• Experience building developer platforms, application frameworks, or low-code/no-code platforms that accelerate enterprise application development.
• Proven ability to establish platform governance, quality standards, and contribution models that balance innovation with scalability, security, compliance, and operational excellence.
• Experience engaging directly with executive customers, industry analysts, and strategic partners to shape product strategy and market direction.
• MBA or advanced degree in Computer Science, Engineering, Business, or a related field is a plus.

For positions in this location, we offer a base pay of $291,500 - $495,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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