Sr Dir Product Management, Customer Operations and Customer Data Platform

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

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

ServiceNow’s Customer and Industries Workflows team is transforming the customer service and support market by enabling great customer experiences that are only possible when customer engagement is combined with customer operations. This means powering the best of consumer self-service and assisted-service experiences across web, mobile, messaging, email, voice, and in-person. But, engaging a customer with the best of consumer-grade user experiences is not enough you also have to solve their problem, answer their question, and fulfill their requests to ensure a great experience. Customer operations are the operations behind the products and services that companies deliver to their customers. Our approach to customer operations entails digitizing and orchestrating work on behalf of a customer across the front, middle and back office. 

We are looking for an experienced product leader who understands the challenges of building on an enterprise software cloud platform to help drive the next lifecycle of ServiceNow’s customer operations product.  This product leader should have demonstrated experience in building customer data platforms (CDPs) that supports an enterprise-grade, end-to-end customer experience journey. 

The ideal candidate will understand how to make the best trade-offs between balancing speed to market with scalable long-term solutions that our application teams, partners, and customers can build on top of. We are looking for someone who is hands-on and comfortable leading by example.   

This role will lead a team of product managers dedicated to Customer Operations, and work cross functionally with Research, Design, and Engineering teams across Customer Engagement, Industries and the core Platform. 

• Own the execution for Customer Operations and Customer Data Platform (CDP). 

• This role will be a functional domain leader at ServiceNow working closely with Engineering Architect leadership to define functional architecture 

• Research beyond the stated requirements and evaluate needs across industries  

• Represent our customers' voices to technology and user experience design teams  

• Develop and present big picture solutions grounded in research and customer validation  

• Drive execution and handle multiple tasks simultaneously with efficiency and effectiveness  

• Influence teams through vision and passion to deliver on aggressive timelines  

• Cares deeply about building great products and set a high bar for quality, user experience design and technology  

• Passionate about driving adoption and usage with existing and new customers  

What you get to do in this role:  

• Translate product strategy into product capabilities and manage them from concept to delivery   

• Create compelling market validated use cases & lead ideation  

• Collaborate with researchers and designers on defining and testing innovative ideas  

• Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements  

• Create storyboards and wireframes t