Senior Inbound Product Manager

The Team

The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology Telecommunications Financial Services Healthcare Manufacturing Retail and Public Sector built as extensions of our core Customer Service Management (CSM) Field Service Management (FSM) Configure Price Quote (CPQ) and Sales & Order Management (SOM). These products drive exceptional customer experiences by uniting front middle and back office on a single platform enabling organizations to sell fulfill and service customers faster and at a lower cost. 

Role 

As the Senior Inbound Product Manager Retail you will be key to scaling one of ServiceNows fastest-growing business units. Your focus will be on Retail Service Management and Retail Operations that deliver a great end-customer experience and streamlines store restaurant and hotel operations for employees to free them up to spend more time serving end-customers directly and making them happy. 

You will leverage deep expertise in retail operations and retail customer service management and CRM software to bridge the gap between products and market driving product strategy executing successful product development and releases and delivering on strong customer adoption working closely with Engineering Research and Design. 

What you get to do in this role: 

Product Strategy and Planning: 

• Drive product vision and strategy that sets us up for success as we look to scale to $20B in revenue 
• Collaborate with customers researchers and architects on developing and testing innovative product ideas 
• Continually define and groom epic and story product roadmap with 3-4 release horizon 
• Engage stakeholders on necessary inputs for product strategy & roadmap get buy-in manage communications expectations and dependencies 

Requirements Prioritization and Release Management: 

• Establish and maintain relationships with the other BUs to evaluate and manage cross-BU dependencies (both from and to the BU) 
• Create product/feature plans for each release including acceptance criteria use cases success metrics and related documentation 
• Collaborate with engineering team on release management to understand status risks dependencies and help address risks and resolve issues 
• Gather prioritize and define requirements (while actively grooming backlog) into executable epics and user stories for engineering 

Customer Insights: 

• Define key product success metrics and ensure they are instrumented & reviewed 
• Know top 3-5 customers intimately their specific use cases gains and pains

Qualifications :

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes decision-making or problem-solving. This may include using AI-powered tools automating workflows analyzing AI-driven insights or exploring AIs potential impact on the function or industry. 
• Enterprise software product management experience selling and shipping software for used by other Enterprises (versus internally facing software and platforms) 
• 5 years Product Management experience or equivalent experience in a technical role such as software development or SRE 
• Ability to communicate complex problems into easily understood product priorities and requirements and provide solution and build consensus 
• Ability to use multi-mode communications that convey a clar understanding of needs of different audiences 
• Experience in working with multiple teams to guide projects through development and bring high-quality products to life 
• Ownership mentality and commitment to outcome regardless of role or organizational boundaries 
• Domain expertise in Retail is a bonus

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license. 

Remote Work :

No

Employment Type :

Full-time