The Digital Customer Experience (DCX) team creates consumer-grade digital experiences and products that help our customers and partners be successful and realize the value of their ServiceNow investment. Leveraging the latest technologies, and built on ServiceNow’s intelligent platform, we deliver a seamless, personalized experience at every step of our customers’ journey. The products we build power digital business for ServiceNow and can even become commercially available.
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.
In this high impact role, you will have the opportunity to showcase your strategic thinking and thought leadership, customer engagement & story telling skills, while also driving day to day execution and innovation excellence.
This opportunity is part of our Digital Customer Experience Group within Digital Technology. You will be responsible to drive Product strategy, roadmap, and delivery across a suite of high impact Gen AI related products. As part of Digital Technology – you will be able to drive our customer zero strategy for ServiceNow product - we ensure the products works for us internally and delivers value as it gets in hands of our customers.
We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow’s Intelligent platform.
What you get to do in this role:
Execute on our vision that every user has an Gen AI-powered assistant to help do their work.
· Product strategy and vision – develop and articulate a clear product strategy for our AI products. Define and communicate the long-term vision, ensuring alignment with industry trends and customer needs
· Cross-functional collaboration - Collaborate with cross-functional teams, to ensure the successful development, launch, and support of products. Work closely with stakeholders to gather input and feedback, incorporating it into product strategy and roadmap decisions.
· Product Roadmap and Lifecycle Management - Develop and maintain a comprehensive product roadmap, outlining key features, enhancements, and releases. Manage the entire product lifecycle, from ideation to end-of-life, ensuring products meet needs and remain competitive.
· Market Analysis and Competitive Intelligence - Stay abreast of industry trends, market dynamics, and competitive landscape related to products. Conduct regular market analysis and gather intelligence to inform product strategy and positioning.
· Stakeholder engagement - Engage with stakeholders to understand their needs, pain points, and feedback related to products. Drive initiatives to enhance customer satisfaction and loyalty through product improvements and innovative solutions.
· Manage complex, multi-disciplinary projects from start to finish and help the teams achieve the intended outcomes
· Develop plans and help the teams stay on track by monitoring and providing on-going visibility to product status (progress against key milestones, key decisions, dependencies, issues, risks, metrics, etc.) to all stakeholders
· Anticipate and aggressively remove obstacles that slow down or prevent product teams from delivering on outcomes
To be successful in this role you have:
12 years minimum Product Manager experience required.
· Bachelor's degree in a relevant field; MBA or advanced degree is a plus.
· Minimum of 3 years AI product leader experience.
· Chat Bot experience is highly desirable.
· Proven experience in product management leadership roles, with a focus on AI products.
· Strong leadership and team management skills.
· Knowledge of and exposure to the latest in Generative AI landscape
· Excellent strategic thinking and decision-making abilities.
· Exceptional communication and interpersonal skills.
· Proven track record of successfully bringing products to market and driving product growth.
· Ability to work in a fast paced, dynamic, and fun team environment
· Team player attitude and willingness to work across the organization and company
· Strategic thinking and ability to influence stakeholders
· Prior experience with ServiceNow products and/or processes
· Proven results from establishing and optimizing software engineering processes for different organizations/environments
· Experience in a start-up environment is beneficial
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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 [email protected] 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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