Senior Principal Inbound Product Manager, Customer Workflows

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

Team  

ServiceNow’s Customer Service Management (CSM) team is transforming the customer experience by enabling the digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing a consumer-grade experience to agents as to end users. Our goal is to deliver a customer service platform, a foundation of reusable assets for all our applications, designed for various industries and extensible by our partner ecosystem. Our team is comprised of stellar product managers who can work fast across multiple problems and find the synergies between them to build a cross-industry foundation.  

Role  

We have aggressive launch goals for our CSM Workspace, dedicated to supporting agents when resolving customers' inquiries. It is a single pane of glass that helps agents find information and act quickly, for the benefit of the customers they serve.  

We are looking for a seasoned product manager who can quickly find opportunities to make agents’ day-to-day work better. For the tasks that cannot be automated, our mission is to empower them so they can resolve requests efficiently, saving clicks, scrolls and unnecessary navigation on each interaction, but also through a new set of productivity components and features. We need someone obsessed with UX and look and feel as our product is used all day long by the same people.  

In this role, you will need to understand and fulfill the needs of different personas (front to back office) and across industries, managing internal/external relationships, collecting information, and delivering flexible solutions in a horizontal fashion.  

You will also need to work with partners and enable them so we can jointly deliver solutions with low customer maintenance.  

You will be responsible for identifying the right recommendations and defining the best experience by being the voice of our customers and then delivering them by working closely with cross functional teams across engineering, design, marketing, sales services.  

• Identify the problem - Research customer use cases to identify the problems to be solved and the capability and content that needs to be built. 
• Manage definition and delivery – Define the solution design by mapping foundation capabilities to the use cases and identifying gaps that need to be addressed. Define clear epics and stories to translate the solution proposal to engineering and UX. Create content to enable cross functional teams on the capabilities and use cases  
• Balance strategy with execution – Maintain the roadmap for this platform solution while maintaining a continuous backlog to get new features out the door.    

Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.  

 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