Senior Director, Platform Business Product Management

Senior Director, Platform Business Product Management

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.

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

Scale Platform Capability Adoption Across Global People & ServiceNow Employees

Steward Data, Trust, and Responsible AI Use

Lead Through Influence and Platform Value Realization

Success Metrics

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.