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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

ServiceNow’s Customer and Industries Workflows team is transforming the customer service and support market by enabling great customer experiences that are only possible when customer engagement is combined with customer operations. This means powering the best of consumer self-service and assisted-service experiences across web, mobile, messaging, email, voice, and in-person. But, engaging a customer with the best of consumer-grade user experiences is not enough you also have to solve their problem, answer their question, and fulfill their requests to ensure a great experience. Customer operations are the operations behind the products and services that companies deliver to their customers. Our approach to customer operations entails digitizing and orchestrating work on behalf of a customer across the front, middle and back office.

We are looking for an experienced product leader who understands the challenges of building on an enterprise software cloud platform to help drive the next lifecycle of ServiceNow’s customer operations product. This product leader should have demonstrated experience integrating with customer data platforms (CDPs) that supports an enterprise-grade, end-to-end customer experience journey.

The ideal candidate will understand how to make the best trade-offs between balancing speed to market with scalable long-term solutions that our application teams, partners, and customers can build on top of. We are looking for someone who is hands-on and comfortable leading by example.

This role will lead a team of product managers dedicated to Customer Operations, and work cross functionally with Research, Design, and Engineering teams across Customer Engagement, Industries and the core Platform.

• Own the execution for Customer Operations, map the Customer Experience Journey, and integrate products with Customer Data Platforms (CDP).

• This role will be a functional domain leader at ServiceNow working closely with Engineering Architect leadership to define functional architecture

• Research beyond the stated requirements and evaluate needs across industries

• Represent our customers' voices to technology and user experience design teams

• Develop and present big picture solutions grounded in research and customer validation

• Drive execution and handle multiple tasks simultaneously with efficiency and effectiveness

• Influence teams through vision and passion to deliver on aggressive timelines

• Cares deeply about building great products and set a high bar for quality, user experience design and technology

• Passionate about driving adoption and usage with existing and new customers

What you get to do in this role:

• Translate product strategy into product capabilities and manage them from concept to delivery

• Create compelling market validated use cases & lead ideation

• Collaborate with researchers and designers on defining and testing innovative ideas

• Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements

• Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams

• Create feature plans for each release, including acceptance criteria, use cases, etc.

• Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues

• Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases

• Create alignment with other business units

• Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption

• Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product’s pricing and packaging

• Implement packaging definitions in the product and build necessary license and entitlement verifications

• Manage multiple products/features simultaneously

• Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.

To be successful in this role you have:

• Deep knowledge of customer data platforms, analytics, and business intelligence (BI)

• 15+ years of Product Management experience building B2B and/or B2C enterprise products for a global customer base. Both enterprise and consumer product experience are valuable.

• Success hiring, managing, leading product management teams

• Experience in one or more areas of CRM - sales, service, commerce with exposure to customers in different industry verticals

• Experience in building products that addressed problems in specific industry verticals is a plus

• Experience in Development/Functional Consulting functions with focus on Telco, Financial Services, Manufacturing, Healthcare or other verticals is a plus

• Demonstrated experience in collaborating with multiple teams and facilitating brainstorming sessions to arrive at a solution

• Top-notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle, and handling sensitive customer escalations

• Experience working in and delivering product or services in an agile/lean environment

• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.

• Strong user experience/design sense, with a record of building great products.

• Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe

• High energy, self-starter with an aptitude for learning new technologies

• Ability to quickly shift focus and manage/coordinate multiple projects

• Aptitude for heavy research with the ability to perform a fit gap analysis of product capabilities

• Working knowledge of modern development platforms and languages – Java, JavaScript, relational databases and SQL, AJAX, JSON, XML, SOAP, REST and associated frameworks

• Technical aptitude to self-validate solution approaches, assess initial feasibility and drive discussions with architects and engineers

JV20

For positions in the Bay Area, we offer a base pay of $227,600 - $398,400, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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