Product Success Technical Director

🔥 37 minutes ago

🍂 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 aligning account teams, Product, and Engineering under a single technical plan • Serve as the technical voice with customer executives during high-stakes escalations • Design and validate agentic 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 • Mentor engineers and elevate team technical excellence • Codify reusable escalation playbooks, reference architectures, and diagnostic tooling • Convert escalation patterns and architecture gaps into structured input for Product and Engineering • Partner with Product and Engineering to stress-test emerging capabilities and shape the roadmap • Drive measurable customer outcomes, referenceable wins, reusable assets, team growth, product influence, and trusted technical advisory

🎯 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 • 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 preferred

🏖️ Benefits

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

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