Director, Now on Now Customer Engagement - ServiceNow

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.

What you get to do in this role:

• Product Strategy
  • Drive product vision and strategy that delight ServiceNow’s customers and developer community and help us stand out in the marketplace
  • Collaborate with researchers and designers on defining and testing innovative ideas
  • Validate product designs and prototypes with customers
  • Own technical/feature-based competitive analysis
  • Engage internal stakeholders and partners to obtain necessary inputs for product strategy & roadmap, get buy-in/commitments, and manage expectations
• Customer Insights
  • Understand how customers are using the product, gains & pains, reasons for low usage
  • Develop/refine user personas and use cases
  • Know top representative 5-10 customers intimately, their specific use cases, gains & pains
  • Be the voice of the customer and provide a business perspective on value
• Product Planning and Release Management
  • Define product roadmap and key success metrics; ensure they are instrumented & reviewed
  • Gather, prioritize and define requirements for each release
  • Create alignment with other BUs
  • 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
•  Pricing and Packaging
  • 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 and entitlement verifications
• Enablement
  • Create base documentation and enable Outbound PM and Docs team
  • Work with Now on Now team to deliver content and make sure product is being used internally and aligned with best practices
  • Lead press and analyst briefings

To be successful in this role you have:

• 7+ years of professional experience in Product Management
• Experience delivering AI-powered products/solutions
• The ability to make trade-off decisions between possible, desirable, and viable, which requires a good sense of what is technically feasible
• Strong prioritization skills and the discipline to focus on high impact activities
• Top notch written and oral communication skills
• Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap
• Exceptional problem-solving skills
• Enjoys working in a highly collaborative environment
• Passion for design thinking, product management best practices and shaping the future of how enterprises will collaborate
• Ability to travel approximately 15% 

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 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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