Staff Inbound Product Manager
About The Position
As a Staff Product Manager (IC4) on the Connected Customer Experience (CCX) team-part of ServiceNow's Internal Digital Transformation (IDT) organization-you will play a critical role in building next-generation tooling that empowers 2,500+ Customer Success professionals across the company. You will drive product strategy, execution, and platform innovation for key capabilities that elevate how our Customer Success teams deliver value at scale. This senior individual contributor role requires strong product vision, technical fluency, customer empathy, and the ability to guide cross-functional teams without formal authority. You will shape the product roadmap, influence senior stakeholders, and deliver solutions that accelerate adoption, customer value, and business outcomes.
Requirements
- 8+ years of software product management experience, preferably in enterprise SaaS or cloud platforms.
- 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.
- Exceptional ability to craft impactful PowerPoint presentations with strong narrative structure and clear storytelling for executive audiences.
- Proven ability to define product requirements and translate them into actionable roadmaps.
- Strong ability to understand technical architecture, system design, and backend workflows to make informed product choices
- Excellent communication and stakeholder management skills.
- Ability to guide without authority and coach junior team members.
Nice To Haves
- Familiarity with workflow automation, the ServiceNow platform, CSM, TPSM, or similar enterprise systems.
- Experience using data and metrics to guide product outcomes
- Ability to thrive in fast-paced, matrix environments with multiple work streams and stakeholders.
Responsibilities
- Define and own product strategy aligned with customer needs, business priorities, and market trends.
- Build and maintain clear, prioritized product roadmaps that articulate goals, trade-offs, and sequencing.
- Translate strategy into execution by writing high-quality Epics, Features, and User Stories with clear acceptance criteria.
- Take full accountability for cross-functional planning and execution with engineering, design, customer success, and go-to-market teams to ship high-impact releases.
- Drive product adoption and customer success through enablement, launch programs, and cross-functional alignment.
- Communicate complex concepts clearly, tailoring messages for both technical and executive audiences.
- Influence and align stakeholders across organizational boundaries to drive shared outcomes.
Benefits
- 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
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Professional, Scientific, and Technical Services
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
