Senior Staff Technical Product Manager - CX

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

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

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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 experiences that empower individuals and businesses to thrive? We're looking for a motivated Product Manager to drive innovative, user-centric solutions for diverse markets. Join us in transforming digital learning and growth.

What you get to do in this role:   

1. Own and manage application features & experiences crucial to our business and key market segments.
2. Deliver seamless digital experiences for ServiceNow users, customers, and employees.
3. Design foundational UX components for consistent, user-friendly experiences across the digital ecosystem.
4. Research and create detailed technical requirements, including user stories, to guide engineering teams.
5. Collaborate with cross-functional teams such as microservices, analytics, design, and enterprise architects to align priorities and roadmaps.
6. Engage with internal and external customers to understand their needs, fostering collaboration.
7. Assess technical feasibility and constraints, seeking support from other tech teams.
8. Define product performance metrics using research and customer feedback.
9. Deliver with an iterative approach, from PoC to public launch.
10. Ensure timely product delivery across the organization.
11. Address technical challenges and coordinate solutions across multiple teams.
12. Ensure product compatibility and integration across different scenarios.
13. Manage user documentation for your products.
14. Stay updated on emerging technology to contribute to innovative solutions.
15. Build relationships with key decision-makers.

Deliverables:

• Product specifications for application features, APIs, and experiences.
• Functional and Technical KPIs/metrics.
• Product hypotheses and experimentation strategy.
• Use cases and user stories.
• Pitch presentations and shareable one-pagers.
• Acceptance criteria for products and features.
• Functional documentation and adoption strategy.

Qualifications

To be successful in this role you have:

• 12 years minimum Product Manager experience required
• Hands on experience with development and management of a consumer-focused digital product
• Ability to lead/influence business and technical teams in a matrixed environment
• Familiarity with SaaS and/or cloud-based solutions
• Background in software development, software testing, or technical consulting including experience with the Now Plat