Product Success Technical Director

🕒 Yesterday

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $199.1k - $348.4k / year

⏰ Full Time

🔴 Lead

👔 Director

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own and resolve the most complex, highest-visibility agentic AI escalations across the install base • Own path-to-green for at-risk and RED go-lives • Lead cross-functional resolution efforts across account teams, Product, and Engineering • Serve as the technical voice with customer executives during high-stakes escalations • Design and validate agentic solution architectures spanning Now Assist, AI Agents, Virtual Agent, multi-agent orchestration, RAG, knowledge grounding, integrations, and guardrails/governance via AI Control Tower • Advise customers and field teams on best-practice patterns that de-risk agentic adoption • Set architectural direction for reliable, governable agentic AI at enterprise scale • Set the technical bar for escalation and architecture work and mentor engineers • Codify reusable escalation playbooks, reference architectures, and diagnostic tooling • Convert escalation patterns and architecture gaps into prioritized input for Product and Engineering • Partner with Product and Engineering to stress-test emerging capabilities and shape the roadmap

🎯 Requirements

• 15+ years in technical leadership spanning enterprise architecture, complex solution delivery, and/or customer-facing escalation resolution • Deep, hands-on expertise architecting and troubleshooting production AI/agentic systems • Expertise in LLM integration, RAG, multi-agent orchestration, prompt and guardrail design, and reliability/evaluation • Demonstrated success owning and resolving high-severity, executive-visible customer escalations • Strong executive presence and ability to rebuild customer trust and lead a room during a crisis • Ability to influence without authority across Product, Engineering, field, and customer executive stakeholders • Track record of turning complex engagements into reusable frameworks, playbooks, or reference architectures • Preferred: Deep ServiceNow platform expertise or comparable enterprise SaaS depth • Preferred: Experience standing up or scaling an escalation, go-live, or technical SWAT function • Preferred: Familiarity with agentic governance, observability, and evaluation frameworks • Preferred: Multi-region or global delivery experience

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs

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