Product Strategy Sr Manager

ServiceNow•San Diego, CA

4d•$148,900 - $230,600

About The Position

The Product Strategy Senior Manager is a senior individual contributor responsible for shaping the product strategy for ServiceNow’s Connected Customer Experience (CCx) digital experiences across support, learning, and success. The role translates customer insight, market trends, product data, and leadership priorities into strategic direction, strategy documents, and aligned roadmaps. The position combines strategic thinking with hands-on product strategy, including developing executive presentations, roadmaps, and business cases, and ensuring follow-through. It works across product, engineering, design, customer operations, and communications to turn complex inputs into aligned plans and decision-ready insights. The role engages directly with customers and senior leaders, influences decisions through evidence-based recommendations, and delivers measurable outcomes in a fast-moving, matrixed environment. The role defines and evolves multi-year strategy for digital customer experiences, including self-service, AI-powered and autonomous support, and personalized customer journeys. It also shapes customer forums and executive briefings, conducts market and competitive analysis, develops success metrics, and embeds AI into research, synthesis, planning, content development, program execution, and measurement.

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.
Proven 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 converting customer perspectives into actionable insights.
Exceptional written, verbal, and visual communication skills, including developing strategic narratives, executive presentations, briefings, and decision materials.
Strong executive judgment and presence, including anticipating questions, calibrating content for different audiences, preparing leaders and speakers, and navigating 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.
Highly collaborative, organized, and resilient, with the ability to balance strategic thinking, creative storytelling, and detailed operational execution.

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 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 and decision-ready insights; identify evidence gaps, themes, product implications, and decisions required.
Shape the strategy and content for customer forums and executive briefings, 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 and areas to stop.
Author strategy documents, executive presentations, roadmaps, and business cases that communicate vision, priorities, tradeoffs, and investment needs.
Recommend priorities, shape product and business decisions, surface tradeoffs, and drive alignment across senior stakeholders without direct authority.
Define success metrics for the digital CX strategy, such as customer effort, self-service and case deflection rates, adoption, and customer satisfaction, and connect initiatives to company goals.
Embed AI into 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.
Engage customers and senior executives, facilitate high-stakes discussions, and translate customer perspectives into actionable product and business insights.