Senior Inbound Product Manager

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

The Role
As the Product Strategy & Governance Lead, you will be the strategic connector between vision and execution. You'll own governance frameworks for our most critical AI initiatives across CCX, working directly with executive stakeholders in Customer Service and Support, Global Learning and Development, and Customer Excellence Group to drive strategic alignment and accountability.

This isn't a traditional program management role—it's a strategic position that requires equal parts business acumen, executive presence, and the ability to navigate complex organizational dynamics. You'll set the strategic direction for how our business units collaborate on AI initiatives, establish governance models that enable speed without sacrificing quality, and ensure every initiative delivers measurable impact on efficiency, productivity, and customer experience.

You'll be the go-to expert for strategic business unit alignment, the trusted advisor to executives navigating complex AI transformations, and the architect of governance frameworks that scale. If you thrive in ambiguity, love translating strategy into action, and have a track record of driving outcomes (not just outputs) in complex environments, this role is for you.
 

Deliver Impact Via AI 

• Drive strategic alignment across three critical business units, enabling ServiceNow to deliver AI-powered customer experiences at scale
• Accelerate AI adoption by establishing governance frameworks that enable fast, impactful derectives
• Deliver measurable business outcomes through efficiency gains, productivity improvements, and enhanced customer satisfaction
• Elevate strategic capabilities across CCX, establishing best practices that scale across the organization
• Shape the future of how ServiceNow leverages AI to transform customer experience

Drive Strategic Governance

• Own end-to-end governance for strategic AI initiatives across Customer Service and Support, Global Learning and Development, and Customer Excellence Group
• Establish and evolve governance frameworks that balance speed, quality, and strategic alignment across multiple business units
• Define frameworks and RACI models that clarify accountability and accelerate execution on complex, cross-functional programs
• Create and maintain strategic roadmaps that align AI initiatives to business outcomes, ensuring all stakeholders understand priorities, dependencies, and timelines

Enable Executive Stakeholder Alignment

• Serve as the strategic CCX Product Strategy liaison with executives across Customer Service and Support, Global Learning and Development, and Customer Excellence Group
• Facilitate executive steering committees and governance forums, driving crisp guidance and resolving strategic conflictCCX Product Strategy s
• Translate complex technical and product concepts into clear business narratives that resonate with C-level stakeholders
• Build trusted advisor relationships with senior principals, providing strategic counsel on AI adoption, organizational change, and capability development

Manage Complex Strategic Programs

• Guide high-visibility, strategic programs focused on AI-derived efficiency, productivity, and customer experience transformation
• Navigate organizational complexity to drive cross-functional alignment, working across product, engineering, customer success, operations, and business units
• Identify and mitigate program risks proactively, escalating critical issues with recommended solutions
• Drive program ceremonies and operating rhythms that keep executive stakeholders informed, aligned, and engaged
• Measure what matters by defining success metrics, tracking program health, and reporting on business outcomes

Shape Product Strategy

• Influence product strategy by synthesizing insights from business units, customers, and market trends
• Provide strategic input on AI initiatives, capability roadmaps, and investment priorities based on business unit needs and strategic goals
• Support customer-centrici