Digital Product Manager - ServiceNow HR Service Delivery

Trane Technologies • Davidson, NC

10d • Hybrid

About The Position

Trane Technologies is seeking a strategic, collaborative, and results-driven Digital Product Manager to lead the evolution of its ServiceNow HR Service Delivery (HRSD) platform. As part of the Global HR Technology team, this role owns the product vision, strategy, and roadmap for improving enterprise HR service delivery. The Product Manager connects HR, IT, and business stakeholders, translating business needs into scalable digital solutions that improve employee and manager self-service, optimize HR operations, and deliver measurable value through case management, knowledge management, Employee Center, and emerging AI-enabled capabilities.

The role leads product strategy, platform governance, demand and intake processes, backlog prioritization, analytics, and end-to-end delivery. It optimizes the Employee Center experience and knowledge governance, plans releases and upgrades with technical and business partners, and explores AI and intelligent automation. The position also builds relationships with global stakeholders, influences priorities, and leads, coaches, and develops team members.

Work arrangement: onsite Monday through Thursday, with the option to choose a work location on Fridays. The position is salary-based, incentive-eligible, and has an annual base salary range of $90,900 to $164,675.

Requirements

• 3–5+ years of experience in digital product management, enterprise SaaS, or HR technology, with demonstrated ownership of product strategy and roadmaps.
• Strong functional knowledge of ServiceNow HRSD or a similar product, including Employee Center, HR Case Management, and Knowledge Management.
• Deep understanding of HR operations, shared services, and employee support processes.
• Ability to manage a product backlog, prioritize demands, and deliver enhancements using Agile or similar hybrid methodologies.
• Strong analytical skills and experience using KPIs, SLAs, and customer feedback to inform product decisions.
• Excellent communication and influencing skills, including the ability to translate complex business needs into clear, scalable solutions.
• Experience leading and developing team members.
• Proven experience driving cross-functional change.
• Familiarity with enterprise HR systems, preferably Workday, and an understanding of system integrations, data flows, and security.

Nice To Haves

• ServiceNow Certified Implementation Specialist (CIS), Certified System Administrator (CSA), or similar certification for a like-product.
• Professional Scrum Product Owner (PSPO), Certified Scrum Product Owner (CSPO), or similar Agile/Scrum certification.
• Project Management Professional (PMP) certification.
• Exposure to, knowledge of, or experience implementing Workday Help.
• Familiarity with AI-enabled service delivery, intelligent automation, and digital employee experience optimization.

Responsibilities

• Define and execute the long-term vision, strategic roadmap, and product lifecycle for enterprise Case and Knowledge Management systems.
• Lead platform governance, demand management, and intake processes; prioritize the enhancement backlog based on business value, user experience, and strategic HR objectives.
• Establish, monitor, and maintain KPIs and operational metrics using platform analytics and employee feedback to improve adoption, self-service effectiveness, and the product.
• Define and monitor performance standards, response targets, and service-level expectations for the system product team and Tier 1 support team.
• Own and optimize the ServiceNow Employee Center experience, including navigation, AI adoption, search, personalization, and accessibility.
• Establish regular reviews and partnerships with HR and business stakeholders to govern knowledge management and ensure content is high-quality, relevant, accurate, and accessible.
• Partner with cross-functional teams to turn business requirements into scalable digital experiences and oversee delivery from discovery through launch, including case workflows, self-service portals, and knowledge bases.
• Lead release planning with system administrators, IT development partners, and business stakeholders, including management of platform upgrade cycles.
• Explore emerging AI and intelligent automation capabilities to improve service delivery.
• Build strategic relationships with global stakeholders, align and communicate priorities, and influence decisions in the interests of the company and employee experience.
• Lead, coach, and develop team members, foster accountability, collaboration, and innovation, and serve as a trusted advisor to HR leadership.
• Drive cross-functional change.

Benefits

• Health insurance and holistic wellness programs with incentives, available from day one for the employee and family.
• Fertility coverage and adoption/surrogacy assistance.
• Up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401(k) matching.
• Educational and training opportunities through company programs.
• Tuition assistance and student debt support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed