Technical Product Manager - Customer Experience

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.

Summary: The world of technology is changing faster than ever before, and customers expect seamless digital experiences. As a Technical Product Manager at ServiceNow you will be at the forefront of building the next generation of products & capabilities that will transform our customer & employee experience.

Does your resume show years of building consumer grade experiences? Can you talk in technical depth to some (or all) of these capabilities? Personalization, Gen AI/AI, Content Management, Headless CMS, User Management, Issue Avoidance, Self-Service, Onboarding, Mobile Applications, In-application experiences, Behavior Analytics. Is your experience area not listed? Apply anyway and tell us why your skills & experience will delight our users and scale us for future success.

While being technical & experienced in building consumer grade experiences is highly admired this role also comes with the need to successfully navigate cross-functional business stakeholders, end users, designers, architects & engineers to execute change in a product mindset.

Careful consideration will be given to applicants who are ServiceNow certified #RiseUp @ learning.servicenow.com

What you get to do in this role:

Own one or more suites of Application features or Application experiences that cater to a critical business function or important market segment of the business

· Manage the delivery of digital experiences that can be leveraged throughout ServiceNow CX/EX & identify any microservices dependencies required for scalable implementation

· Drive the solution design of foundational UX components that can be leveraged across the CX & EX digital ecosystem to drive consistency for a seamless user experience

· Partner with microservices product teams to define aligned priorities and roadmaps with the application experience product teams.

· Research and produce detailed technical requirements including user stories for engineering to execute against.

· Participate actively in product planning and roadmap definition.

· Proactively work with internal and external customers to acquire a deep understanding of their requirements & business needs (e.g., other PMs, architecture, operations, business development, sales, marketing & customer success teams)

· Determine technical feasibility, dependencies, and constraints of features with support from neighboring technology teams as needed.

· Define product performance and effectiveness metrics that measure and benchmark product success.

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