Senior Manager, Outbound Product Management

ServiceNow•New York, NY

20d

About The Position

The Role: This role leads the Platform Evangelists within the Strategic Enablement Team (SET) , a high-impact group focused on driving platform adoption and customer success through strategic engagements. Reporting to the Director of Outbound Product Management, you will manage a team of Outbound Product Managers who operate in high-touch customer environments, delivering platform narratives, technical expertise, and adoption best practices. You will collaborate closely with Product Management, Sales, Solution Consulting, and Customer Success teams to ensure a unified and effective customer experience. Your leadership will be instrumental in scaling the team’s capabilities, deepening our knowledge of Now Assist adoption, and enhancing the quality of customer engagements. What You Get to Do in This Role: Lead and manage a team of seasoned Principal Product Managers responsible for strategic customer interactions, workshops, webinars, and feedback sessions Drive cross-role training initiatives to equip the team with operational insights and Now Assist advisory knowledge. Coordinate joint engagement planning with peer organizations to ensure a seamless customer experience from pre-sales to post-GA. Standardize and oversee the collection and sharing of customer insights to inform product strategy and roadmap. Develop and maintain shared enablement assets, including adoption toolkits and best practice documentation.

Requirements

10+ years in product management, customer success, or related experience.
Proven experience managing customer-facing teams in enterprise software or platform environments.
Deep understanding of the Now Platform and ServiceNow solutions, especially Now Assist.
Strong leadership and organizational skills with a track record of scaling teams and driving cross-functional collaboration.
Excellent communication and storytelling abilities, with a focus on strategic messaging and customer impact.
Comfortable operating in a fast-paced, dynamic environment with a “win as a team” mindset.
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 AI’s potential impact on the function or industry.

Responsibilities

Lead and manage a team of seasoned Principal Product Managers responsible for strategic customer interactions, workshops, webinars, and feedback sessions
Drive cross-role training initiatives to equip the team with operational insights and Now Assist advisory knowledge.
Coordinate joint engagement planning with peer organizations to ensure a seamless customer experience from pre-sales to post-GA.
Standardize and oversee the collection and sharing of customer insights to inform product strategy and roadmap.
Develop and maintain shared enablement assets, including adoption toolkits and best practice documentation.