Principal Product Manager WEM Analytics and Planning

ServiceNows Service CRM team is transforming customer experience by enabling digitization of customer workflows across the front middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing consumer grade experience to agents as to end users. Our customers span across industries and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to the needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best breed engagement solutions. 

Role 

We are executing a holistic Customer Engagement strategy to deliver bestinclass outcomes for customers and agents. As a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain you will own product strategy and execution across the following capability areas: 

• Realtime Monitoring of Channels including native Voice and Chat channels 
• Intraday Operations and Optimizations 
• Scheduling & Forecasting (WFM) 
• Coaching & Skill Management 
• Monitoring & Managing Team Performance (analytics execution loops) 

Product managers at ServiceNow operate at the intersection of market opportunity customer experience design technology development and delivering value to our customersnow increasingly via governed AI and agentic workflows embedded directly inside work. 

This role requires a unique blend of customer empathy operational rigor strong product craftsmanship and AIdriven product judgment. Modern WEM is being reshaped by AIforecasting and staffing must increasingly account for digital/AI deflection and bottohuman escalations and supervisors need realtime guidance to respond to volatility across channels.  

Product Managers at ServiceNow usually are obsessed about their products/domains often geek out on technology and are catalysts for innovation. 

What you get to do in this role 

• Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers with primary focus on scheduling & forecasting realtime channel monitoring coaching & skill management and team performance management. 
• Define and deliver AIdriven forecasting and scheduling experiences across voice and digital channels including demand forecasting schedule optimization intraday management and realtime adjustments in response to volume variability. 
• Build realtime operational monitoring capabilities that provide supervisors with actionable visibility into queues SLAs adherence capacity and service risk across channels. 
• Design coaching and skill management workflows that connect performance signals to targeted coaching actions skill development and measurable improvement for agents and teams. 
• Deliver team performance management experiences that balance customer outcomes agent experience and operational efficiency through rolebased dashboards insights and guided actions. 
• Partner closely with UX engineering and data/AI teams to ship scalable enterpriseready WEM capabilities with strong product craftsmanship and reliability at scale. 
• Apply sound AI product judgment ensuring transparency explainability and humanintheloop controls for AIassisted recommendations and automation. 
• Engage directly with enterprise customers to validate requirements drive adoption and ensure measurable business outcomes from deployed WEM capabilities. 

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.
• 8 years of experience building and delivering enterprise or SaaS products with at least 4 years in a product management role owning endtoend execution. 
• Proven experience building and deploying Workforce Engagement Management (WEM) capabilities for contact centers within a CRM omnichannel environment. 
• Strong handson expertise across scheduling and forecasting realtime monitoring of channels coaching and skill management and team performance management for contact center operations. 
• Deep understanding of contact center operations including omnichannel demand patterns workforce constraints supervisor workflows and operational KPIs. 
• Demonstrated experience working closely with UX engineering and data/AI teams to deliver scalable enterpriseready capabilities. 
• Strong product judgment when applying AIdriven solutions with focus on explainability trust and humanintheloop decision making. 
• Ability to work directly with enterprise customers to gather requirements validate solutions and drive the adoption of complex operational products. 
• Experience in working directly with Customers Sales and Engineering preferably in North America or Europe 
• Excellent written and verbal communication skills with the ability to clearly articulate product decisions to stakeholders at multiple levels. 
• High energy self-starter with an aptitude for learning new technologies 
• Previous experience as an engineer in development quality assurance or DevOps/CloudOps during the early stages of ones career is considered advantageous. 

FD21

For positions in this location we offer a base pay of $166500 - $291400 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 religion sex sexual orientation national origin age disability gender identity  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