Senior Staff Outbound Product Manager

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.

We are seeking a highly skilled, strategic, and customer-facing Principal Solution Architect & Outbound Product Strategist to join our Financial Services team within the CRM business unit. This hybrid role is designed for a platform expert and domain specialist with a passion for building scalable solutions and bringing them to life through enablement, go-to-market support, and client success.

You will combine deep financial services expertise—including card and non-card dispute management (ACH, wire, check, Zelle), chargeback workflows, and fraud investigations—with platform knowledge of ServiceNow and strong product positioning and evangelism skills. You'll act as a trusted advisor to customers, internal teams, and partners while helping scale our go-to-market efforts and product adoption.

What You Get to Do in This Role Solution Architecture & Consulting

• Design and consult on end-to-end financial disputes and fraud management workflows across card (credit, debit) and non-card payment rails (ACH, wire, check, Zelle, RTP).
• Guiding discovery workshops and solutioning engagements to uncover business needs, drive qualification, and architect innovative solutions on the ServiceNow platform.
• Serve as a trusted advisor and 3rd-party expert for clients at all deal stages—adding value to strategic conversations, demos, and technical assessments.
• Partner with Solution Consultants to build knowledge at the 101, 201, and 301 levels, enabling their success across the sales cycle.

Outbound Product Management & Enablement

• Develop product enablement materials, best-practice guidance, and value-focused content to drive understanding and adoption across customers, partners, and internal teams.
• Capture market feedback and real-world use cases to inform product roadmaps, feature prioritization, and overall strategic alignment.
• Act as a financial services product evangelist—representing ServiceNow in executive briefings, industry events, user groups, and with strategic partners.
• Collaborate across Product Management, Technical Alliances, Product Success, and Marketing to guide the execution of GTM strategy and release themes.

Required:

• 8+ years of experience in a hybrid role across Solution Architecture, Product Management, or Solution Consulting.
• 5+ years of deep technical experience on the ServiceNow platform (ServiceNow certification preferred).
• Expertise in financial services workflows—specifically payment disputes (fraud and non-fraud), chargebacks, and investigations across major payment networks (Visa, Mastercard, STAR, PULSE, etc.).
• Strong discovery, consulting, and value-based selling skills.
• Proven ability to design scalable enterprise architectures that meet regulatory and operational standards.
• Deep experience in go-to-market planning, enablement content creation, and product evangelism.
• Familiarity with competitors such as Pega, Camunda, Salesforce, and Appian.
• Excellent communication and storytelling skills—able to influence both technical and executive stakeholders.

Preferred:

• Background as a developer, functional consultant, or pre-sales engineer.
• Experience working with or for financial institutions, issuers, processors, or fintech organizations.
• Demonstrated experience integrating AI into workflow automation or guiding outcomes.

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 this location, we offer a base pay of $187,600 - $328,300, 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. 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 [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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