Staff Inbound 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.

What you get to do in this role:   

Job Description: 
As the Principal Product Manager, you will lead the strategy, development, and execution of product features, ensuring they align with outcome of driving deflection for our customers.

• Roadmap Development: Define and communicate a strategic roadmap for the Now Assist Conversational AI product. Manage the product backlog by prioritizing AI chat assistant features, defining user stories that align with user needs and market demands. 

• Stakeholder Collaboration: Collaborate with cross-functional stakeholders to identify customer pain points, validate product proposals, and drive product adoption and growth. 

• Partnership with Engineering and Design: Work closely with engineering and design teams to ensure timely and efficient product delivery, proactively resolving any issues or dependencies that arise. 

• Market Analysis: Analyze market trends, customer feedback, and the competitive landscape to inform product decisions and maintain a competitive edge. 

• Performance Metrics: Establish and track key performance indicators (KPIs) and success metrics to measure product feature effectiveness, using data-driven insights to iterate and improve offerings. 

To excel in this role, you will need: 

• Bachelor’s degree in computer science; an MBA is preferred. 

• 8+ years of experience in product management, particularly with conversational AI interfaces, chatbots, IVR systems or virtual agents. 

• A proven track record of successfully launching and managing technology products that resonate with users. 

• Deep knowledge of conversational AI, LLMs, natural language processing (NLP), and user interface design principles. 

• Experience with Voicebots, IVR and CCaSS technologies 

• Exceptional communication, leadership, and interpersonal skills, with a demonstrated ability to influence and motivate teams and stakeholders across the organization. 

• Strong analytical, problem-solving, and decision-making skills, leveraging data and customer feedback to guide product direction and priorities. 

• The ability to think strategically while effectively managing day-to-day product execution. 

FD21

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 [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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