Senior Principal Inbound Product Manager - Digital Learning

Company Description

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 Description

We’re not yesterday’s IT department; we're Digital Technology. The world around us keeps changing, and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it. Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them. 

Are you passionate about shaping digital learning experiences that empower individuals and businesses to thrive? We're looking for a motivated Product Manager to drive innovative, user-centric solutions in the realm of digital learning and growth.  

What you get to do in this role: 

• Own and manage features and experiences crucial to our business and key market segments. 
• Deliver seamless digital learning experiences for ServiceNow users, customers, and employees. 
• Design foundational UX components for consistent, user-friendly learning experiences across the digital ecosystem. 
• Develop and manage content strategies, ensuring that learning materials align with educational objectives and user needs. 
• Research and create detailed technical requirements, including user stories, to guide engineering teams in the development of LMS features. 
• Collaborate with cross-functional teams such as content creators, instructional designers, microservices, analytics, design, and enterprise architects to align priorities and roadmaps. 
• Engage with internal and external customers to understand their learning needs, fostering collaboration. 
• Assess technical feasibility and constraints, seeking support from other tech teams when necessary. 
• Define product performance metrics using research and customer feedback, focusing on learner engagement and success. 
• Deliver with an iterative approach, from Proof of Concept (PoC) to public launch, incorporating feedback at each stage. 
• Ensure timely product delivery across the organization, coordinating with multiple teams. 
• Address technical challenges and coordinate solutions across multiple teams, ensuring the LMS is robust and scalable. 
• Ensure product compatibility and integration across different scenarios, including various devices and platforms. 
• Manage user documentation for your products, ensuring that learners and instructors have the resources they need. 
• Stay updated on emerging technologies to contribute to innovative learning solutions, such as AI-driven personalization or gamification. 
• Build relationships with key decision-makers in education and training departments. 

Deliverables: 

• Product specifications for features, APIs, and experiences. 
• Functional and Technical KPIs/metrics focused on learning outcomes. 
• Product hypotheses and experimentation strategies to enhance. 
• Use cases and user stories. 
• Pitch presentations and shareable one-pagers for stakeholders. 
• Acceptance criteria for products and features. 
• Functional documentation and adoption strategies for learners and instructors. 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• Minimum of 12 years of Product Management experience, with time spent on e-learning products. 
• Hands-on experience with development and management of consumer-focused digital products. 
• Ability to lead and influence business and technical teams in a matrixed environment. 
• Familiarity with SaaS and/or cloud-based solutions, particularly in the context of educational technology.