Director, Business Product Management

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 are seeking a dynamic and visionary Director of Business Product Management to drive technology initiatives within our Customer Service & Support (CSS) organization. This individual will define and execute technology roadmaps to deliver exceptional customer and employee experiences. The ideal candidate possesses a strong technological background, strategic acumen, and a relentless focus to achieve desired outcomes.

What you get to do in this role:

• Strategy and Vision
• Identify opportunities for innovation and optimization to enhance the overall customer and employee experience.
• Collaborate with executive leadership to align technology initiatives with organizational goals.
• Roadmap Development
• Develop and maintain implementation roadmaps focused on moving the needle for the CSS business.
• Drive the prioritization and execution of technical initiatives with development teams, ensuring solutions meet business needs and timelines.
• Represent CSS’s voice to design and implement deliverables that both work and scale.
• Process Optimization
•  Define, monitor, and improve processes related to customer technical   support, adapting them to evolving business needs.
• Implement and enforce best practices and standards across the business.
• Stakeholder Engagement
• Build strong relationships with internal and external stakeholders to gain buy-in and support for top-down technology initiatives.
• Engage with subject matter experts across the organization to define business requirements and priorities in bottoms-up technology initiatives.
• Team Leadership
• Provide mentorship, guidance, and support to foster a culture of continuous improvement and elevation of team brand.
•  Drive recruitment efforts to attract top talent and build high-performing teams.

Qualifications

To be successful in this role you have:

• Bachelor's degree in Computer Science, Engineering, or related field; Master's degree preferred.
• 15+ years of experience in technology leadership roles, with a focus on customer technical support or related areas.
• Proven track record of defining and executing technology strategies that drive customer satisfaction and business value.
• Strong process discipline with experience in optimizing support processes for efficiency and effectiveness.
•  Exceptional leadership capabilities to promote CSS’s vision while reducing the noise from other competing priorities.
• Excellent communication and stakeholder management skills, with the ability to articulate complex technical concepts to non-technical audiences.
• Strategic thinker with the ability to anticipate future trends and opportunities in the technology landscape.
• Results-oriented mindset with a focus on achieving desired outcomes and delivering exceptional customer experiences.

For positions in California (outside of the Bay Area), we offer a base pay of $186,600 - $326,400, plus equity (when applicable), variable/incentive