Senior Inbound Product Manager

Company Description

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.

Job Description

The Team

The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology, Telecommunications, Financial Services, Healthcare, Manufacturing, Retail, and Public Sector, built as extensions of our core – Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ), and Sales & Order Management (SOM). These products drive exceptional customer experiences by uniting front, middle, and back office on a single platform, enabling organizations to sell, fulfill, and service customers faster and at a lower cost. 

Role 

As the Senior Inbound Product Manager – Retail, you will be key to scaling one of ServiceNow's fastest-growing business units. Your focus will be on Retail Service Management and Retail Operations that deliver a great end-customer experience and streamlines store, restaurant, and hotel operations for employees to free them up to spend more time serving end-customers directly and making them happy. 

You will leverage deep expertise in retail operations and retail customer service management, and CRM software to bridge the gap between products and market, driving product strategy, executing successful product development and releases, and delivering on strong customer adoption, working closely with Engineering, Research, and Design. 

What you get to do in this role:  

Product Strategy and Planning: 

• Drive product vision and strategy that sets us up for success as we look to scale to $20B+ in revenue 
• Collaborate with customers, researchers, and architects on developing and testing innovative product ideas 
• Continually define and groom epic and story product roadmap with 3-4 release horizon 
• Engage stakeholders on necessary inputs for product strategy & roadmap, get buy-in, manage communications, expectations and dependencies 

Requirements Prioritization and Release Management: 

• Establish and maintain relationships with the other BUs to evaluate and manage cross-BU dependencies (both from and to the BU) 
• Create product/feature plans for each release, including acceptance criteria, use cases, success metrics, and related documentation 
• Collaborate with engineering team on release management to understand status, risks, dependencies and help address risks and resolve issues 
• Gather, prioritize and define requirements (while actively grooming backlog) into executable epics and user stories for engineering 

Customer Insights: 

• Define key product success metrics and ensure they are instrumented & reviewed 
• Know top 3-5 customers intimately, their specific use cases, gains and pains

Qualifications

To be successful in this role you have:

• 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. 
• Enterprise software product management experience selling and shipping software for used by other Enterprises (versus internally facing software and platforms) 
• 5+ years Product Management experience or equivalent experience in a technical role such as software development or SRE 
• Ability to communicate complex problems into easily understood product priorities and requirements, and provide solution and build consensus 
• Ability to use multi-mode communications that convey a clar understanding of needs of different audiences 
• Experience in working with multiple teams to guide projects through development and bring high-quality products to life 
• Ownership mentality and commitment to outcome regardless of role or organizational boundaries 
• Domain expertise in Retail is a bonus

Additional Information

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 and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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 globaltalentss@servicenow.com 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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