Product Owner - AI Customer Interactions | 31766

IT San Diego, California Santa Clara, California Chicago, IL


Job Title: Product Owner, Customer Interactions

Department: IT Customer Experiences

Location: San Diego, CA (preferred), Chicago, IL, USA (1201 West), Santa Clara, CA, USA (HQ)

This position reports to: Director, Customer Interactions

Are you passionate about the role Artificial Intelligence can play in creating a revolution for world-class customer experiences?  Are you a multi-tasker that can handle just about anything that comes your way across functional/technical domains and geographies?  Are you able to articulate your vision and build excitement for what’s to come?


Who we are and what we’re looking for


The IT Customer Experiences team is building world-class post-sales customer support experiences for both our internal stakeholders and external customer users.  Customers can take advantage of our vast self-service solutions, such as:  Knowledge, Community, Mobile, Portal, Virtual Agent, Documentation, and Service Automations.  We’re looking for a Product Owner to manage our Now Support Virtual Agent, branded Ask Kodi, to reach our goal of “VA-first”, or enabling our chatbot to serve as the first point of contact when customers need assistance.  In order to achieve that goal, our Virtual Agent needs to be able to intelligently address nearly any question, so our customers have a fantastic experience.


Our Virtual Agent cannot scale to tackle nearly any issue without the assistance of the latest Artificial Intelligence/Machine Learning innovations, which has the potential to revolutionize this channel by eliminating the need to code for every possibility.  This role also serves as an evangelist for the use and adoption of AI across the entire IT Customer Experiences portfolio, assisting with brainstorming and executing strategies on how to best leverage the promise of AI across a wide variety of use cases.


At ServiceNow we believe in unlocking the full potential of our own products, and we use them across our business (we call this Now on Now).  By being “customer zero”, we are a strategic partner with product R&D teams to minimize customer issues and help shape product direction.  The core objective of our team is to provide the solutions that help our customers solve an issue with ease, minimizing the need to create a case.  Successful execution leads to happy customers and operational overhead can be sustained for long-term rapid growth.


The ideal candidate


ServiceNow is looking for a passionate, technical, and dynamic leader with the following attributes and activities:

  • 10+ years enterprise SaaS product management and product strategy experience
  • High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change
  • Comfortable fostering excellent working relationships with customers, peers, and executives
  • Continuous crafting and refining of a compelling strategic vision and roadmap (always questioning the status quo); with the ability to build excitement and consensus
  • Adaptable to a fast-paced environment with ambiguity and change
  • Experience working with development teams in an Agile environment across vast geographies
  • Knowledge of Machine Learning algorithms and chatbot technologies
  • Strong written and verbal communication/presentation skills
  • Knowledge of ServiceNow platform and technologies a plus


Ready for your next challenge?


You will work with external customers and internal stakeholders to ensure an experience that exceeds expectations.  This requires strategically advancing a shared vision through product and process improvements and managing your product areas to impact tough challenges.  You will be responsible for all aspects of the journey, including strategy, business cases, stories, design, risk analysis, workflows, features, functions, testing, analytics, and feedback.


We are looking for someone that can take us to that next level – someone with ideas, experience, and a proven track record of success. If you find this to be an exciting challenge, we look forward to hearing from you.

ServiceNow is an Equal Employment 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, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.