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Staff Product Manager, Customer Experiences

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Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

About this role:

The Success Portfolio product line is unique, as it is a service product and a digital platform to support the customer journey. This role requires someone who will thrive as an individual contributor in our Customer and Partner organization and who will build strong trust-based relationships quickly. The ideal candidate will have a flexible mindset, a drive for innovation and thrive in a fast-paced environment. This person will work collaboratively to shape the roadmap for the services product line – continuously iterating on the service packaging, while also exploring current innovation that is happening across the org to see how new ideas can eventually align into the offering. 

What you get to do in this role:

  • Innovate, dream bigger, provide strategic vision to build an industry shaping product line with an incredible team.
  • Build and manage a roadmap and delivery mechanisms for the service components of this product.
  • Be the voice of the customer, providing customer and business perspectives during day-to-day conversations with stakeholders.
  • Influence a broad group of stakeholders to dream bigger.
  • Work with leading global customers, some of the best brand names in the world, to determine unmet needs, business goals and product usage.
  • Continuously refine the roadmap using customer and stakeholder feedback and data.
  • Maintain a firm grasp of the external market/ competitive landscape and identify areas of competitive differentiation for internal consumption and competitive programs.
  • Engage with a cross functional network of stakeholders to ensure alignment, understand needs, and manage trade off decisions.
  • Engage with executive stakeholders to ensure visibility and alignment on the vision and progress of the Success Portfolio.

Qualifications

 To be successful in this role, we need someone who has:

  • Entrepreneurial drive and ability to thrive in ambiguity.
  • 7+ years of experience in product roles such as Product Manager, Solution Architect, Technical/Process Consultant, or Customer Success.
  • Strong enterprise experience.
  • Strong change management and stakeholder management background.
  • Strong expertise in anticipating and resolving complex problems that impact the design success.
  • A broad and deep understanding of concepts and techniques necessary to build simple and intuitive products that can drive growth.
  • Knowledge in project management, portfolio management, agile delivery.
  • A good sense of technical feasibility to inform trade-off decisions between possible and desirable features.
  • Simultaneously do future product planning, current sprint management and drive product adoption activities.
  • Passion around delivering exceptional customer experiences and ensuring that each of our customers realize their maximum benefits by leveraging the NOW platform.
  • Passion about our products and the possibilities that come from building a world class ecosystem of customers and partners.
  • Must enjoy working in a highly collaborative environment.
  • Comfortable delivering product presentations to large and executive audiences.
  • Operates fluently in a fast-paced autonomous environment.
  • Demonstrates creativity and outside the box problem solving.
  • Leads from the front with sleeves rolled up.
  • Sets a high bar for themselves, their team and for the business unit.
  • Flexibility to travel up to 25%.


FD21

Additional Information

ServiceNow is an Equal Employment 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.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at +1 (408) 501-8550, or [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

Location

4400 Carillon Point, Floor 4, Kirkland, WA 98033

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I am a working mom, and I appreciate the privilege of being able to work from home when I need to adjust my hours. I could be offline for two hours in the middle of the day because there's a school event for my kids. To be able to do so without the pressure of, "Oh my goodness! Now it's going to make me look bad," I don't take that for granted.

Kurdin

Manager, Strategy & Operations

What does your typical day look like?

I work in global cloud services and constantly collaborate with people–every day is different. I could be working on product design, collaborating with folks in other organizations, driving decisions, assessing technology, and talking with customers.

Bill

Distinguished Systems Architect

What does career growth look like on your team?

Since joining ServiceNow, I've built out my leadership team, and 60% are women. My goal for my team is to create opportunities and a platform to showcase the incredible impact that they're having on the business, whether that's having them lead a critical initiative with cross-functional visibility or present during a C-suite meeting.

Vanessa

President, ServiceNow.org

How do your team's ideas influence the company's direction?

In this expanding hybrid world, people conduct millions of transactions on a regular basis, creating more data and processes to manage. So, continuing to offer new solutions, while scaling to the expectations of the modern world, is a challenge we are excited to take on. We are driving new levels of productivity, automation, and innovation.

Pat

Chief Technology Officer

What are some things you learned at the company?

Sometimes, we feel a little self-conscious. We may feel intimated or too shy to share our points of view. But in order to make an impact, we need to be able to trust our voice.

Ying

Director, Product Design

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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