Director, Inbound Product Management Retail

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. 

The role:
As the Director Product Management 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:  

Set the product vision

• Define and drive the AI-first product strategy for Retail Service Management and Retail Operations especially in how we leverage our CRM foundations and cross-workflow foundations to better serve our Retail & Hospitality customers

Own outcomes not just outputs

• Shape the product narrative secure key stakeholder and executive buy-in and support for dependencies on the horizon and ensure every initiative delivers measurable business and customer impact.

Guide with technical depth and clarity

• Guide Engineering Research and Design partners with crisp actionable requirements that enable fast high-quality delivery of Retail & Hospitality operations and customer service capabilities that delight end consumers and drive loyalty and growth for our B2B customers.

Inspire user-derived innovation

• Leverage customer pilots user research and market insights to create experiences that feel intuitive contextual and indispensable.

Drive adoption 

• Instinctually lean in with customers partners and our Customer Excellence colleagues to ensure fast painless and maximal adoption of our products by happy customers.

Measure what matters

• Define and refine metrics that capture the real-world performance relevance and business value of our products especially our AI features.

Develop talent

• Manage and mentor a team of 2 Product Managers fostering a culture of innovation and bold ideas technical excellence accountability and elite-level execution.
   

Qualifications :

Were seeking a technical product Director with deep expertise in retail technology and customer service management and a passion for driving AI-powered innovation.

The ideal candidate brings:

Applying AI

• Experience in leveraging or critically thinking about how to integrate AI into work processes strategic direction or problem-solving. This may include using AI-powered tools automating workflows reviewing AI-influenced insights or exploring AIs potential impact on the function or industry. 

Proven management skills:

• 15 years building and guiding high-performing product teams including mentoring junior staff and fostering cross-functional collaboration; and also up-managing and navigating complex stakeholder ecosystems with ease and a sense of humor.

Enterprise Platform expertise:

• 8 years in B2B software product management with hands-on experience building products on our platform that drive large measurable impact.

Execution excellence:

• A track record of delivering high-quality scalable features at speed while maintaining a laser focus on outcomes that matter. 

Customer obsession:

• Deep empathy for users and the ability to translate complex needs into elegant customer-centric solutions.

Data-infused mindset:

• Expertise in leveraging qualitative and quantitative insights to validate hypotheses guide strategy and measure success.

Astute problem-solving:

• Comfort navigating ambiguity uncovering root problems and clearly communicating trade-offs to drive progressive outcomes.

Preferred: Retail fluency:

• Strong understanding of Retail & Hospitality industry retail technology with the ability to evaluate integrate and innovate on emerging capabilities.

JV20

For positions in this location we offer a base pay of $217500 - $380700 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 :

No

Employment Type :

Full-time