Director of Product Management, ServiceNow
Customer Support
$207.3-362.7k
Plus equity (when applicable) & Variable/incentive compensation
Office located in Santa Clara, CA
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$207.3-362.7k
Plus equity (when applicable) & Variable/incentive compensation
Office located in Santa Clara, CA
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- 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?
- Is your experience area not listed?
- 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
- 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
What the job involves
- 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
- Personalization, Gen AI/AI, Content Management, Headless CMS, User Management, Issue Avoidance, Self-Service, Onboarding, Mobile Applications, In-application experiences, Behavior Analytics
- 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!
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist
Insights
Some candidates hear
back within 2 weeks
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company values
- Win as a team
- Innovate and execute
- Stay hungry and humble
- Deliver customer success
Company HQ
Santa Clara, CA
Articles
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
Salary benchmarks
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Diversity & Inclusion at ServiceNow
- Enabling and empowering our people: We use rich learning programmes to equip employees with inclusive mindsets and skills, and we build equitable processes across our entire talent ecosystem
- Engaging our communities and allies: We make space to listen, share openly and engage in respectful dialogue. We extend into our communities through civic engagement, digital literacy and non‑profit support
- Building diverse talent and hiring inclusively: We grow stronger together by developing and advancing individual talent and by improving representation at all levels.
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