Senior Machine Learning Engineering Manager

• We are looking for a Senior Manager of Machine Learning Engineering to lead a team building the next generation of AI Search and Retrieval capabilities that power intelligent experiences across the ServiceNow platform including Conversational and Agentic experiences
• You will lead engineers and machine learning practitioners responsible for designing and delivering highly scalable search, retrieval, ranking, recommendation, and RAG (Retrieval-Augmented Generation) systems that enable users to discover information, generate insights, and accomplish work more effectively
• This leader will collaborate closely with Product Management, Applied AI, Platform Engineering, UX, and Quality Engineering to define strategy, execute roadmap commitments, and deliver AI-powered experiences that serve millions of users globally
• You will play a critical role in advancing the technologies powering ServiceNow AI Search, Knowledge Retrieval, and GenAI experiences, while building a high-performing engineering culture focused on innovation, quality, and business impact
• Lead and grow a team of software engineers and machine learning engineers building large-scale AI Search and retrieval systems
• Drive the strategy, architecture, and execution for Search, Ranking, Relevance, Personalization, and RAG capabilities
• Partner with Product Managers and architects to define and deliver innovative AI-powered experiences
• Build scalable retrieval pipelines leveraging vector search, semantic search, ranking models, and large language models
• Improve relevance, precision, recall, and overall search quality across structured and unstructured enterprise content
• Establish architectural patterns for highly available, resilient, and performant distributed systems
• Lead the development and production deployment of machine learning models and retrieval services at enterprise scale
• Drive operational excellence, reliability, observability, and performance optimization across the platform
• Mentor engineering leaders and individual contributors while fostering a culture of collaboration, innovation, and technical excellence
• Partner with cross-functional stakeholders to evaluate emerging AI technologies and accelerate their adoption into customer-facing products
• Balance short-term delivery goals with long-term technical investments and platform evolution

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time- Strong understanding of information retrieval, search relevance, ranking algorithms, and semantic search
• Strong collaboration and communication skills with the ability to influence across engineering and product organizations
• Hands-on experience with Search technologies such as Lucene, Elasticsearch, Solr, OpenSearch, Algolia, Coveo, Glean, or similar platforms
• 12+ years of software engineering experience with a Bachelor’s degree, or 10+ years with a Master’s degree, or equivalent experience
• Strong expertise in Java or Python and large-scale distributed systems
• Experience with modern AI/ML technologies, including LLMs, embeddings, vector databases, and RAG architectures
• Experience deploying and operating machine learning models in production environments
• Knowledge of cloud-native architectures, microservices, observability, and performance optimization
• Experience building and operating large-scale retrieval, ranking, recommendation, or search systems
• 3+ years of engineering management experience leading high-performing technical teams
• Proven track record of delivering innovative products from concept through production at enterprise scale
• Experience with personalization, recommendation systems, or relevance optimization
• Experience building enterprise search, knowledge retrieval, or GenAI products
• Experience leading geographically distributed engineering teams
• Experience working with vector search technologies and embedding frameworks
• Experience integrating AI capabilities into customer-facing SaaS products