Senior Manager, Machine Learning Engineering

ServiceNow is seeking a Senior Manager of Machine Learning Engineering to lead a virtual agent science team focused on enhancing customer experiences through intelligent, human-like interactions. The role involves developing and refining benchmarks, leveraging user feedback, and innovating in areas like semantic search and dialogue management. The team works with product teams to translate business requirements into solutions.

Requirements

• Proficient in prompt engineering and developing LLM based features
• Experience with Search quality improvements
• Experience in using Al productivity tools such as Cursor, Windsurf, etc.
• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• 10+ years of related experience with a bachelor's degree or equivalent work experience

Benefits

• health plans
• 401(k) Plan
• ESPP
• flexible time away plan
• family leave programs