Director of Product Management - Customer Support

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
Summary: The world of technology is changing faster than ever before, and customers expect seamless digital experiences. As, Director, Technical Product Management at ServiceNow you will be at the forefront of leading a team responsible for building the next generation of products & capabilities that will transform our customer & employee experiences.
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
Does your resume show years of driving a product mindset across geographically diverse product teams to build consumer grade experiences that increase NPS or deliver value against strategic KPIs?
Can you drive technical collaboration and alignment across engineering and product teams regarding some (or all) of these capabilities to drive enterprise scalability for customer experience? Personalization, Gen AI/AI, Content Management, Headless CMS, User Management, Issue Avoidance, Self-Service, Onboarding, Mobile Applications, In-application experiences, Behavior Analytics.
Is your experience area not listed? Apply anyway and tell us why your skills & experience will help ServiceNow scale customer experience for future success.
While being technical & experienced in building consumer grade experiences is highly admired this role also comes with the need to mentor and grow technical product managers to help them successfully navigate cross-functional business stakeholders, end users, designers, architects & engineers to execute change in a product mindset with complex product delivery models.
Careful consideration will be given to applicants who are ServiceNow certified or have a background with our Customer and Industry Workflows products - or similar products from other SaaS vendors.
What you get to do in this role:
Be an innovation, strategy, and data driven product leader with a commitment to empathy and personalization driven customer experiences that inspire ServiceNow's customers and internal teams.
• Manage technical digital product teams responsible for the delivery of digital experiences for our Customer Service and Support Business unit, that can also be leveraged throughout ServiceNow CX/EX & identify any microservices dependencies required for scalable implementation
• Drive the solution design of foundational UX components that can be leveraged across the CX & EX digital ecosystem to drive consistency for a seamless user experience
• Partner with foundational product leaders and teams to define aligned priorities and roadmaps for complex scalable digital solutions
• Ensure that your product teams are brilliant at the basics of technical product management - working with data analytics, user research, and product design to produce detailed technical solution designs and inputting all relevant product delivery information in our systems for engineering to execute against.
• Own all product planning and roadmap definitions for your digital portfolio.
• Proactively work with internal and external customers and leaders to acquire a deep understanding of their requirements & business needs (e.g., other PMs, architecture, operations, business development, sales, marketing & customer success teams)
• Determine technical feasibility, dependencies, and constraints of features with support from neighboring technology teams as needed.
• Ensure that product performance and effectiveness metrics that measure and benchmark product success.
• Develop and articulate a defensible point of view based on data from primary and secondary research including direct customer engagement
• Deliver requirements in partnership with SaaS Ops, Security, Architecture, and various engineering teams, as appropriate, with an iterative, pragmatic approach to delivery.
• Ensure that product requirements incorporate effective written and more creative, visual techniques (Sequence diagrams, payload mockups etc.)
• Create data flows and functional and technical specifications as needed
• Manage the delivery of your product portfolio, including PoC (Proof of Concept), internal Beta, external Beta, Public Launch, and ongoing releases.
• Help resolve and mediate technical blocking issues and coordinates solutions across multiple technical teams
• Effectively work with our internal Customer Workflow and Platform product teams to ensure that our products, APIs, and user experiences can be used to enable the required use cases and scenarios across the spectrum of products.
• Continue to learn and remain current in certifications for emerging ServiceNow and 3rd party technologies - specifically Gen AI!
Qualifications
To be successful in this role you have:
12 years minimum Product Manager experience required
• Hands on experience with development and management of a consumer-focused digital product (Experience working with a customer facing Support organization is desirable)
• Ability to lead/influence business and technical teams in a matrixed environment
• Familiarity with SaaS and/or cloud-based solutions

• Experience with ServiceNow platform and implementing Customer Service Management is highly desirable

• Background in software development, software testing, or technical consulting including experience with the Now Platform and other ServiceNow applications.
• Well versed in agile methodologies and tools - including Confluence, Jira, Slack - and experience working in an agile/scrum environment.
• Experience working for leading SaaS companies with a diverse customer base spanning small business owners, SMB, and enterprise
• Experience in products catering to one or more business domains
• Experience with technical delivery teams leveraging continuous delivery for launch.
• Adept at developing and delivering complex products at high velocity and with aggressive deadlines.
• Strong analytical approach, with attention to detail and excellent reporting skills.
• Ability to manage stakeholder relationships effectively, internally and externally.
• Ability to effectively communicate to diverse groups of stakeholders
• Exceptional organizational and planning skills.
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For positions in the Bay Area, we offer a base pay of $207,300 - $362,700, 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.
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!
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. 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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