VP, Customer Excellence Product Management and Portfolio Strategy

VP Product Management & Portfolio Strategy

About the Customer Excellence Group at ServiceNow ServiceNows worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships learn our customers businesses and deliver value-based outcomes that make ServiceNow the best decision they ever made.

About the Position The VP Product Management & Portfolio Strategy will define the vision strategy and roadmap for the entire Customer Excellence product portfolio. This executive will lead the evolution of CEG offerings- including Expert Services Impact Accelerators digital/AI-powered solutions and next-generation innovations- ensuring ServiceNow delivers an industry-leading portfolio that drives customer value adoption and business growth.

This leader will be responsible for shaping and articulating the future of Customer Excellence products in an AI-native world. They will guide portfolio choices inform investment decisions and build the mechanisms needed to scale offerings globally. They will partner deeply across Geo Leaders Product (R&D) Marketing Sales and Finance to align roadmap priorities drive GTM readiness and ensure every offering has strong product-market fit and clear commercial impact.

They will lead and develop a high-performing team of product management and portfolio leaders fostering an inclusive innovative and customer-obsessed culture.

Responsibilities

• Define the long-term product strategy and portfolio vision for Customer Excellence with a focus on innovation customer value and differentiation in an AI-native world.
• Lead the development and execution of the product roadmap across Expert Services Impact Accelerators and digital/AI-led offerings ensuring scalability adoption and global alignment.
• Build lead and develop a world-class product organization elevating performance standards and fostering a culture of innovation collaboration and customer-centricity.
• Own pricing packaging monetization and SKU architecture for all CEG offerings in partnership with Finance Pricing Sales.
• Lead customer and market research programs to identify customer needs competitive positioning whitespace opportunities and future-state trends.
• Define delivery methodologies and standards that ensure consistent scalable and profitable execution of all offerings globally.
• Collaborate with Geo Leaders Marketing and Sales to drive GTM readiness launch excellence and global adoption of CEG offerings.
• Oversee product lifecycle management including performance insights enhancement prioritization and next-generation transitions.
• Serve as a thought leader representing the vision for Customer Excellence products across the organization influencing executives and cross-functional stakeholders.
• Drive adoption of new ways of working embedding AI and automation into product design decisions and delivery.

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.
• Proven commercial/consumer-grade experience leading product management portfolio strategy or GM-style product ownership for large-scale high-growth technology businesses.
• Experience scaling product portfolios in a large SaaS company ideally including exposure to consumer-grade product experiences.
• Demonstrated success driving strategy roadmap development lifecycle management and cross-functional alignment in complex global organizations.
• Experience leading digital AI-enabled or services productization initiatives strongly preferred.
• Strong commercial acumen including pricing packaging and monetization experience.
• Champion a culture where people are empowered to lead innovate and make customer-centered decisions that drive meaningful business outcomes.

Desired Skills / Qualifications

• 15 years of experience in product management portfolio strategy and related product leadership roles in a high-growth large-scale technology business.
• Proven experience having built and delivered consumer-grade software platform products-even better if in a customer success customer excellence organization.
• Experience building and leading high-performing diverse product organizations.
• Visionary and strategic mindset with the ability to define category-shaping product strategies and long-term product direction.
• Deep customer empathy and strong instincts for product-market fit experience design and customer value.
• Highly collaborative with excellent influence and partnership skills
• Strong financial analytical and commercial skills; able to connect strategy to business outcomes.
• Exceptional communication and executive storytelling capabilities.
• Excellence in cultural leadership driving adoption of innovation new mechanisms and elevated performance standards.
• Ability to thrive in a fast-paced high-growth AI-native environment.
• Open to travel and frequent collaboration with global leaders across various timezones.

For positions in this location we offer a base pay of $274100 - $465900 plus equity (when applicable) variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline and individual total compensation will vary based on factors such as qualifications skill level competencies and work location. We also offer health plans including flexible spending accounts a 401(k) Plan with company match ESPP matching donations a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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. 

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Remote Work :

Yes

Employment Type :

Full-time