Staff Technical Product Manager – AI/LLM expertise + AI Evaluation Science

ServiceNow · Full-time · Posted 4w ago

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

We are looking for a highly technical, strategic, and outcome-oriented Staff Technical Product Manager to establish and scale AI Evaluation as a core engineering capability across the DT organization. The Eval Technical Product Manager will lead this transformation by making trusted Evals the evidence layer for AI.

This is a dual-role position with responsibility for both:

Platform Eval Strategy & Adoption
Partner closely with Servicenow AI platform and product teams to understand, implement, validate, and drive adoption of out-of-the-box Evals, while influencing the platform roadmap based on enterprise needs.

Enterprise Eval Innovation
Identify gaps in platform evaluation capabilities and drive the definition and development of custom Evals, metrics, rubrics, datasets, and evaluation strategies for enterprise-specific AI applications and agentic workflows. The role will establish Eval-Driven Development as a standard engineering practice—moving AI quality from point-in-time testing to continuous measurement throughout the AI lifecycle

Custom Eval Innovation

Identify gaps where OOTB Evals don't adequately measure enterprise AI quality.

Define and drive custom metrics, rubrics, datasets and evaluation strategies.

Develop reusable Evals for domain-specific behaviors and business outcomes.

Establish evaluation approaches for AI agents, task completion, tool usage and multi-step workflows.

Eval-Driven Development

Embed Evals into the full AI lifecycle: Define → Measure → Build → Evaluate → Improve → Release → Monitor

Require AI teams to define expected behavior and measurable quality criteria.

Establish evaluation coverage and quality thresholds.

Integrate trusted Evals into development, regression and release workflows.

Establish Eval-based quality gates for appropriate AI applications.

Enable continuous evaluation in production.

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 experience in Product Management roles, with a focus on AI
A technically strong Product Manager who combines: AI/LLM expertise + Evaluation Science + Quality Engineering + Product Management + Platform Strategy with the ability to influence AI Specialists, engineers and platform teams without direct authority.
Experience with LLM-as-a-Judge, rubrics, evaluation datasets, agent evaluation, AI observability, CI/CD and developer platforms
Servicenow AI Platform experience is a huge plus

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 globaltalentss@servicenow.com 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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