Product Strategy Sr Manager

ServiceNow•San Diego, CA

About The Position

The Product Strategy Senior Manager is a senior individual contributor on ServiceNow’s Connected Customer Experience (CCx) team in Digital Technology. The role shapes product strategy for digital customer experiences across support, learning, and success, translating customer insight, market trends, product data, and leadership priorities into strategic direction, roadmaps, business cases, and decision-ready recommendations. The position combines strategic thinking with hands-on strategy development and execution. It partners with product, engineering, design, customer operations, and communications; engages directly with customers and senior leaders; and influences product and business decisions through evidence-based insights. The role requires strong communication, analytical rigor, operational discipline, executive presence, and sound judgment in ambiguous or sensitive situations. It also embeds AI into research, synthesis, planning, content development, program execution, and measurement, with appropriate judgment and quality controls.

Requirements

10+ years of relevant experience in product strategy or product management.
Deep understanding of digital customer experience, including self-service, support and success platforms, customer journey design, and AI-driven customer engagement.
Track record of authoring strategy documents and executive PowerPoint presentations that drove investment or roadmap decisions; work samples or a portfolio are required.
Experience applying strategy frameworks, competitive analysis, business case development, and prioritization methods to shape product direction.
Experience leading multiple complex cross-functional programs from strategy through execution, including governance, planning, dependencies, risks, stakeholder accountability, and outcome measurement.
Experience engaging directly with customers and senior executives, facilitating high-stakes discussions, and translating customer perspectives into actionable product and business insights.
Exceptional written, verbal, and visual communication skills, including experience developing strategic narratives, executive presentations, briefings, and decision materials.
Strong executive judgment and presence, including the ability to anticipate questions, tailor content to different audiences, prepare leaders and speakers, and navigate sensitive or ambiguous situations.
Ability to synthesize qualitative and quantitative inputs, recognize patterns and evidence gaps, frame product implications, and recommend clear priorities and decisions.
Working knowledge of product development and planning practices, customer feedback systems, roadmap communication, and closed-loop engagement processes.
Ability to influence across product, engineering, design, customer success, communications, and operations without direct authority.
Experience using AI-powered tools or designing AI-enabled workflows to improve research, synthesis, communication, decision-making, program execution, or measurement.
Collaborative, organized, and resilient approach, with the ability to balance strategic thinking, creative storytelling, and detailed operational execution in a fast-moving environment.

Nice To Haves

Experience at a SaaS or enterprise technology company.
Experience in management consulting, customer experience strategy, or strategic program management.
ServiceNow Platform experience, specifically CRM.

Responsibilities

Define and evolve the multi-year product strategy for CCx digital experiences across support, learning, and success, including self-service, AI-powered and autonomous support, and personalized customer journeys.
Integrate customer feedback, engagement signals, product inputs, and leadership perspectives into product strategy and recurring intelligence; identify evidence gaps, themes, product implications, and decisions required.
Shape strategy and content for customer forums and executive briefings that inform and validate product direction; facilitate discussions and present directly to customers when appropriate.
Conduct competitive and market analysis, size opportunities, and use customer research and usage data to identify investment priorities.
Author strategy documents, executive presentations, roadmaps, and business cases that articulate vision, priorities, tradeoffs, and investment needs, from problem framing through executive review.
Recommend priorities, shape product and business decisions, surface tradeoffs, and build alignment across senior stakeholders without direct authority.
Define success metrics for the digital customer experience strategy, such as customer effort, self-service and case deflection rates, adoption, and customer satisfaction, and connect initiatives to company goals.
Use AI in research, synthesis, planning, content development, program execution, and measurement while applying appropriate judgment and quality controls.
Lead complex cross-functional programs from strategy through execution, including governance, planning, dependencies, risks, stakeholder accountability, and outcome measurement.