Staff Inbound Product Manager - CSM - job 2 of 2

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Team

ServiceNow’s Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our customers span across industries and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies, and help us deliver best of breed engagement solutions.

Role

We are executing on a holistic Customer Engagement strategy to deliver best in class experience for end users. We want to continue our journey in mobile messaging and self-service space to deliver truly world-class, consumer grade omnichannel experience on customer channel of choice. As the product manager for this topic, you will be responsible for delivering capabilities for customers and agents on messaging channels. You will be working closely with other PMs within the Customer Engagement product and the broader ServiceNow workflows.

Product managers operate at the intersection of market opportunity, customer experience design, technology development and delivering value to our customers. Thus, the role requires a unique blend of skills

• Research on the given problem and capture requirements in clearly articulated Product Definition documents that also serve as the foundation for downstream enablement activities
• Represent the customer's voice to the technology and user experience design team in the form of well documented epics and stories
• Balance strategy with execution – Maintain the roadmap for your products, while maintaining a continuous backlog to get new features out the door.
• Influence teams through vision and passion to deliver on timelines that help us compete
• Strive for perfection and set a high bar for quality in experience design and technology

Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.

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

In order to be successful in this role, we need someone who has

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• 8+ years of overall experience with 4+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
• Deep understanding of Customer Service domain, specifically in omni-channel customer engagement, self-service workflows and processes.
• Strong background in CRM, Omnichannel and Conversational AI. Experience in social customer service space is highly desirable.
• Demonstrated experience in collaborating with Research, UX, Engineering and facilitating brainstorming sessions to arrive at a solution
• 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
• Excellent written and oral communication skills, including experience presenting to executive leadership
• High energy, self-starter with an aptitude for learning new technologies
• Strong customer focus, stakeholder empathy, inclusive approach towards team members and growth mindset
• Working knowledge of modern development platforms and languages is a plus – Relational databases, Java, JavaScript, SQL, AJAX, JSON, XML, SOAP, REST and associated frameworks

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

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

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