As a Principal Technical Product Manager on the People Technology team, you will own the largest and most operationally complex surface of the HR portfolio, driving technical product strategy, roadmap, and delivery for AI-native, persona-based experiences. You will lead cross-functional execution across HR Service Delivery capabilities, including Employee Journeys, Case & Knowledge Management, Employee Relations, and Employee Experience, while representing the work externally through Now-on-Now storytelling that shapes ServiceNow's own product direction and customer pipeline. This is a Principal-level role for someone already operating at this scope—leading complex programs at high velocity, influencing product direction beyond their immediate team, and coaching other product managers.

What you get to do in this role

Product Delivery & Roadmap Ownership

Own the technical product vision and roadmap for a large, operationally complex portfolio of HR Service Delivery capabilities spanning Employee Journeys, Case & Knowledge Management, Employee Relations, and the Employee & HR Fulfiller Experiences
Influence product direction beyond your immediate team, shaping how adjacent products fit together at the broader portfolio level
Define, prioritize, and refine requirements; document epics and stories; drive end-to-end feature delivery in partnership with a four-in-the-box operating model
Drive future product positioning; make trade-off decisions between what is possible, desirable, and viable

AI-Native Product Leadership

Lead the design and delivery of AI-native, persona-based experiences; embed AI agents, generative UX, and agentic workflows into the product from day one
Set the technical direction for how AI capabilities integrate across the platform, with hands-on ServiceNow AI platform experience
Balance functional roadmap ambitions with non-functional requirements—compliance, legal, regulatory readiness—for AI-native products

Cross-Functional Program Leadership

Lead cross-functional execution across HR, Engineering, UX, APEX, ETG, EmployeeWorks, Moveworks, and other partner teams
Own program-level dependencies, risks, and handoffs; keep multiple concurrent workstreams unblocked in a high-velocity, hard-deadline environment
Represent People Technology in executive forums with clear status, risk visibility, and decision-quality options

Build and maintain strong relationships with diverse stakeholders to ensure alignment and drive successful outcomes across all initiatives.

Customer Engagements & Now-on-Now Storytelling

Serve as a visible product leader in Now-on-Now customer engagements and EBC, translate internal HR product work into credible customer-facing narratives that shape pipeline and product feedback
Build lasting customer and cross-org relationships; use those relationships as a two-way channel between customers and the roadmap
Partner with the Now-on-Now and APEX BU teams to ensure the product is used internally in a way that aligns with best practices and is worth telling stories about externally

Success Measurement

Define product metrics—adoption, sentiment, business outcomes—and instrument them; establish OKR baselines and measure impact post-launch
Analyze usage data and telemetry to inform prioritization; develop hypotheses and drive user testing to prove them
Run retrospectives; assess, learn, and innovate based on what the data says

Product Health & Operational Readiness

Own the product health plan for your product portfolio; monitor quality signals, bug and incident trending, and drive remediation with L2/L3 engineering teams
Ensure operational readiness—compliance, legal, regulatory, security—during and after release cycles
Coach other product managers on writing solid requirements, quality standards, and clear acceptance criteria

To be successful in this role, you have:

15+ years of Technical Product Management experience, with 3+ years at Principal or equivalent scope, leading complex, cross-functional programs in enterprise SaaS

Fluency in AI and modern AI tools—this role expects all three:

Experience leveraging AI in your own work processes, decision-making, and problem-solving—using AI-powered tools, automating workflows, analyzing AI-driven insights, and exploring AI's impact on your function
Proven experience delivering AI-powered / AI-native products from concept through GA—not adjacent to AI, but shipping it
Day-to-day fluency in modern AI tools (Claude, Copilot, Moveworks, MCP-connected agents) for PRDs, requirements drafting, telemetry analysis, and rapid prototyping—a stated expectation of the role, not a preferred skill

Demonstrated ability to influence product direction beyond your own team—for adjacent products, at the platform or portfolio level
Strong technical judgment: ability to make trade-off decisions between possible, desirable, and viable, with a good sense of what is technically feasible
Excellent written and verbal communication skills; can hold their own with executive audiences and represent product work externally
Demonstrated experience transforming ambiguous product problems into an actionable roadmap
Experience leading cross-functional programs at high velocity under hard deadlines, with dependencies across multiple engineering, UX, and platform teams
Track record of coaching and elevating other product managers—sought as an expert internally
Passion for design thinking, product management best practices, and shaping the future of enterprise work

Preferred qualifications

Experience with ServiceNow's Now Platform and related HR technology platforms
Experience delivering products or programs with an HR domain focus—Onboarding, Offboarding, Case Management, Employee Relations, or Employee Experience
Prior experience representing product work in customer-facing forums (EBCs, executive customer engagements)
Familiarity with agentic AI architecture, LLM-based product patterns, and modern orchestration frameworks

For positions in this location, we offer a base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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.

Principal Technical Product Manager - People Technology

Job Description

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