Staff Inbound Product Manager, AI Specialists and Voice AI

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

Zero Touch Support exists to make working with your IT department easy and pain-free.

That is a bigger surface than any one product. It starts at the front door, where Moveworks, Employee Slate, and our chat experiences meet employees inside the tools they already use and resolve most of what they need before a ticket ever exists. When something does need real work, our AI Specialists pick it up, carry it end to end, and close it. Voice AI does the same for the people who would still rather pick up the phone. Employee Insights shows us and our customers where the friction actually sits, so the whole system improves on a loop instead of on a release cycle.

Put together, that is the difference between an employee filing a ticket and waiting, and an employee just getting on with their day.

About the role

You will own a piece of that portfolio outright. What it does, who it is for, what “good” means, and whether we are honestly there yet.

The interesting part of this job is not the model. It is everything around the model. Every customer environment is different: different knowledge quality, different catalog, different naming conventions, different appetite for letting an agent act on its own. An agent that performs great on a clean eval set can behave differe