Senior Director, Platform Business Product Management

Company Description
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, ServiceNow 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.
Job Description
What you get to do in this role:
Be the connective tissue between employee journeys and the platforms that power them.
This role brings Global People's voice and vision to life through platform capabilities like AI, My ServiceNow, and My Assist while empowering all employee experience products to scale more consistently and intelligently.
The Senior Director, Platform Business Product Management (BPM) serves as Global People's (GP) end-to-end product leader and strategic counterpart for shared employee experience capabilities including AI-powered interactions, portal (My ServiceNow), search and assistant (My Assist).
In partnership with Success, Technology, Experience, and Platform (STEP) and Digital Technology (DT), this role ensures that these capabilities are optimized for employee value, used consistently across lifecycle journeys, and aligned with the GP's strategic intent.
Own the Platform BPM Vision for People Experience

• Define and execute a bold, forward-looking product vision for the shared platform capabilities that power internal employee experiences with a focus on AI-powered interactions, portal (My ServiceNow) and enterprise search and digital assistance (My Assist).
• Serve as the end-to-end experience owner for these internal-facing capabilities, partnering with COEs as they define the "what and why", then owning "how and when" with design, technical product management and engineering teams.
• Ensure every aspect of platform product development reflects ServiceNow's AI-first approach and commitment to the People Pact.

Act as the Global People Team's Platform Translator and Integrator

• Co-own the product and experience roadmap in partnership with STEP and DT, aligning GP priorities with technical feasibility and sequencing. Collaborate to ensure the platform is both scalable and continuously improving based on real-world employee needs.
• Translate GP goals and journey-level strategies into actionable platform product requirements and outcomes.
• Partner with vertical Business Product Managers (e.g., Talent Acquisition, Total Rewards, Learning and Development, People Analytics, People Services) to ensure their roadmaps integrate the right platform-powered features emphasizing reuse, scale, and cross-journey consistency.

Scale Platform Capability Adoption Across Global People & ServiceNow Employees

• Coach, enable, and empower vertical GP Business Product Managers to make the most of shared platform capabilities delivering AI and assistant-based experiences that are consistent, intuitive, and high-impact.
• Develop enablement assets in alignment with DT guidance including reusable templates, integration standards, and design patterns to ensure consistent and efficient development across GP Business Product teams.
• Lead shared planning and governance rituals that align product teams around common milestones, maturity goals, and platform best practices.

Steward Data, Trust, and Responsible AI Use

• Influence platform data strategies and AI feature development by representing GP's use cases, constraints, and values in tight coordination with the technical and data owners in DT and the enterprise AI team.
• Partner with People Analytics and ServiceNow Data & Analytics, and AI teams to ensure all platform features are grounded in trusted, governed, and well-instrumented data.
• Champion responsible AI design principles including transparency, consent, feedback loops, and human-in-the-loop experiences where appropriate.
• Define instrumentation strategies that allow teams to continuously improve personalization, performance, and satisfaction across platform use cases.

Lead Through Influence and Platform Value Realization

• Act as a thought leader and connector across the GP, DT, and STEP organizations communicating a compelling vision for how shared capabilities can transform the employee experience.
• Champion the GP team's role as "Customer Zero" showcasing internal excellence in using the Now Platform to serve our own employees.
• Establish and track measurable indicators of success spanning cross-journey consistency, AI assistant adoption (i.e. contributing to AI Control Tower tracking), employee satisfaction, and platform reuse across GP.
• Help define joint platform operating rhythms and governance between GP and DT including intake, prioritization, retrospectives, and KPI review to ensure shared success.

Success Metrics

• Agentic enablement of the GP team; capacity savings that result.
• Usage of My ServiceNow and My Assist.
• Undisputed "Customer Zero"

Qualifications
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.
• 10+ years of Product Management experience spanning both business-focused (strategy, UX, stakeholder influence) and technical (platform, APIs, architecture) domains.
• A proven track record of leading platform business product strategy and delivery across multiple internal-facing products or user journeys.
• Deep understanding of AI/ML application in enterprise environments, including assistants, recommendations, search, and orchestration layers.
• Experience navigating federated or domain-led organizations, especially across employee experience, HR, or shared service functions.
• Demonstrated empathy for internal users from employees and people leaders to HR and support teams and passion for solving experience fragmentation.
• A history of aligning executives, engineering, design, and analytics stakeholders around a shared platform strategy and product roadmap.
• Fluency in systems thinking and the ability to move seamlessly between strategic storytelling and technical tradeoffs.
• A strong bias for action, agile delivery orientation, and unwavering commitment to quality and impact.

JV20
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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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 [email protected] 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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