Lead Digital Product Manager | Digital Experience Platform - 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.

Job Summary:

The Digital Experience organization enables and measures the unified customer journey, intelligently empowering customers through ServiceNow's ecosystem of products. As the Lead Digital Product Manager, in the Digital Experience team, you will guide and lead the information architecture, navigation, and search digital experiences from creation through execution. As an individual contributor (IC) you will focus on leading a cross-functional team in a new website information architecture that drives awareness, acquisition, and retention. You will be joining a world class team, in building a best-in-class digital experience that drives acquisition, engagement, conversion & retention.   

This opportunity allows product managers to build subject matter expertise in a data driven, innovative, digital first, start-up style environment. Servicenow.com Product Managers have high leadership visibility.  This is a rare opportunity to make a foundational impact on ServiceNow's go-to-market strategy and deliver a mobile first experience on ServiceNow.com and its top domains. 

You Have: 

• A passion for building great user experiences across web & mobile devices 

• Led cross-functional teams in the successful delivery of new website information architecture ensuring alignment with business strategy and stakeholder needs. 

• Developed and executed product strategies and roadmaps for key digital initiatives, including the continued Navigation as a Service, Global Navigation, AI Search, and optimizations as well as leading the strategy for site information architecture. 

• Continuously managed large-scale, enterprise-wide programs and projects from concept to implementation. 

• Maintained and enhanced reporting mechanisms (dashboards, trackers) to provide transparent progress tracking, risk management, and executive communication. Roll these out and train other PMs on their effective usage, including playbooks to improve our department operating models 

• Engaged in regular stakeholder communication to ensure continuous alignment across all involved teams, including engineering, marketing, and sales. 

• Role modeled best practices of product management to help other product managers grow and learn. 

• Influenced inside and outside of their business unit, including key stakeholders, partners, to deliver product/customer outcomes in their product and adjacent products. 

You Will: 

Lead Planning

• Define product vision and strategy that aligns to digital priorities and is informed by quantitative insights, customer pain points, and opportunities for improvement. 

• Translate strategy into product roadmap with multi-quarter horizon (ultimately a 3+yr strategy) 

• Define key product success metrics, ensure they are instrumented, and lead with data driven insights. 

• Develop an experimentation plan to test, learn and iterate 

• Collaborate with Research, Design, Copy, Analytics, Engineering, Localization, Accessibility, SEO, and other ServiceNow stakeholders to ensure strategy reflects cross-functional perspectives and priorities. 

Drive Execution 

• Lead the planning, scoping, and prioritization for your product to achieve customer and business goals. 

• Deliver seamless digital user experiences across the touchpoints of your customer journey. 

• Gather, prioritize, define, and translate requirements into executable epics and features. 

• Manage and own the product lifecycle end-to-end, including data monitoring, experience iterations and stakeholder feedback loop. 

Lead Communication

• From intake through launch, be the main point of contact for internal and external stakeholders for your product area.  

• Establish and maintain relationships with Product Managers across all scrum teams, to evaluate and manage dependencies. 

• Create and maintain documentation - product area lifecycle management guidelines, product strategy deck, stakeholder list, KPIs, etc. 

• Represent the team with partners and senior company leaders to align resources and prioritization. 

JV20

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!

For positions in the Bay Area, we offer a base pay of $155,600 - $272,400, 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.

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 talent.acquisition@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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