Senior Manager, Software Engineering Management - AI Experience Framework

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.

What you get to do in this role

Lead a team of full-stack software engineers responsible for the AI Experience Framework (AIUX) — the platform that powers ServiceNow's AI-first user interfaces. The team builds and supports modular, reusable conversational experiences using modern Lit-based web components, serving as the technical foundation for conversation-first applications.

Partner with product/App BU teams, core platform teams, and the many other UX component teams building on top of the framework.

Preferred — AIUX Framework specific

For positions in this location, we offer a base pay of $171,900 - $300,800 , 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.

Responsibilities

Manage product development activities across the AIUX framework roadmap; Work with product management, design, support, and other dev teams to create high-quality, AI-first experiences; Manage daily activities of the development team, including planning and delivery; Solve difficult and often ambiguous problems spanning AI integration, performance at scale, and multi-team architecture; Guide architecture decisions across the request path — proxy, version-aware routing, server-rendered component runtime — in partnership with senior ICs; Set technical direction for framework-level APIs (context propagation, layout composition, state management) consumed by every downstream component team; Represent AIUX Framework in cross-org architecture and roadmap discussions, and act as an escalation point for the hardest production issues; Manage departmental resources, staffing, mentoring, and enhancing and maintaining a best-of-class engineering team

Requirements

Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving (may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the industry); 10+ years of experience with technologies relevant to ServiceNow and advanced coding skills with high-quality results, including deep expertise in JavaScript and substantial experience in Java or a similar OO language (C++, C#, Go acceptable); 5+ years of experience managing core software engineering teams; Experience coaching and growing engineers at various levels; Experience leading team members who require little oversight in completing assigned work; Experience providing direction, delegating assignments, and supporting a team to accomplish tasks; Advanced experience with modern UI frameworks (Angular, React, Vue, or Lit) and a passion for JavaScript/the Web as a platform, reusability, and componentization; Experience with open source tools and agile development environments; Working knowledge of server-side rendering/hydration and systems-level Node.js concerns (process/worker isolation, HTTP/1.1 and HTTP/2 semantics, reverse proxying) — enough to guide and evaluate technical decisions made by the team; Ability to understand broad concepts and use those concepts to develop solutions for problems spanning AI integration, performance, and multi-team coordination; Experience completing projects based on company priorities, context, risks, and desired outcomes; Ability to understand and implement best practices and coding standards for role-specific requirements (programming languages and tools, network design, functional design, algorithms, patterns, design and development, etc.); Track record managing multiple projects with material technical risk across teams and processes; Exposure to multiple technology stacks: Cloud Dev, Platforms, Web Dev, Frameworks, service-oriented architecture

Nice to have

Experience with build systems that emit multiple targets from one component source (server bundles vs. code-split browser bundles); Familiarity operating services in Kubernetes and building/maintaining observability tooling (Grafana, Prometheus) for production systems; Experience managing teams that build framework-level abstractions (component base classes, context/DI systems, event contracts) consumed by many other engineering teams