Senior Inbound Product Manager

Company DescriptionIt all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone. Job DescriptionThe Role As the Product Strategy & Governance Lead, you will be the strategic connector between vision and execution. You'll own governance frameworks for our most critical AI initiatives across CCX, working directly with executive stakeholders in Customer Service and Support, Global Learning and Development, and Customer Excellence Group to drive strategic alignment and accountability. This isn't a traditional program management role—it's a strategic position that requires equal parts business acumen, executive presence, and the ability to navigate complex organizational dynamics. You'll set the strategic direction for how our business units collaborate on AI initiatives, establish governance models that enable speed without sacrificing quality, and ensure every initiative delivers measurable impact on efficiency, productivity, and customer experience. You'll be the go-to expert for strategic business unit alignment, the trusted advisor to executives navigating complex AI transformations, and the architect of governance frameworks that scale. If you thrive in ambiguity, love translating strategy into action, and have a track record of driving outcomes (not just outputs) in complex environments, this role is for you.  Deliver Impact Via AI Drive strategic alignment across three critical business units, enabling ServiceNow to deliver AI-powered customer experiences at scaleAccelerate AI adoption by establishing governance frameworks that enable fast, impactful derectivesDeliver measurable business outcomes through efficiency gains, productivity improvements, and enhanced customer satisfactionElevate strategic capabilities across CCX, establishing best practices that scale across the organizationShape the future of how ServiceNow leverages AI to transform customer experienceDrive Strategic GovernanceOwn end-to-end governance for strategic AI initiatives across Customer Service and Support, Global Learning and Development, and Customer Excellence GroupEstablish and evolve governance frameworks that balance speed, quality, and strategic alignment across multiple business unitsDefine frameworks and RACI models that clarify accountability and accelerate execution on complex, cross-functional programsCreate and maintain strategic roadmaps that align AI initiatives to business outcomes, ensuring all stakeholders understand priorities, dependencies, and timelinesEnable Executive Stakeholder AlignmentServe as the strategic CCX Product Strategy liaison with executives across Customer Service and Support, Global Learning and Development, and Customer Excellence GroupFacilitate executive steering committees and governance forums, driving crisp guidance and resolving strategic conflictCCX Product Strategy sTranslate complex technical and product concepts into clear business narratives that resonate with C-level stakeholdersBuild trusted advisor relationships with senior principals, providing strategic counsel on AI adoption, organizational change, and capability developmentManage Complex Strategic ProgramsGuide high-visibility, strategic programs focused on AI-derived efficiency, productivity, and customer experience transformationNavigate organizational complexity to drive cross-functional alignment, working across product, engineering, customer success, operations, and business unitsIdentify and mitigate program risks proactively, escalating critical issues with recommended solutionsDrive program ceremonies and operating rhythms that keep executive stakeholders informed, aligned, and engagedMeasure what matters by defining success metrics, tracking program health, and reporting on business outcomesShape Product StrategyInfluence product strategy by synthesizing insights from business units, customers, and market trendsProvide strategic input on AI initiatives, capability roadmaps, and investment priorities based on business unit needs and strategic goalsSupport customer-centricity by ensuring business unit perspectives shape product outcomesIdentify opportunities for efficiency gains, productivity improvements, and enhanced customer experiences through strategic AI deployment QualificationsTo be successful in this role you have:Strategic Program Management Excellence5 + years of experience guiding complex, cross-functional strategic programs in technology, product, or operations environmentsProven track record managing programs with multiple stakeholders, several priorities, and significant organizational complexityExpert-level program management skills including roadmap development, risk management, stakeholder communication, and execution planningExperience establishing and operating governance frameworks for strategic initiativesExecutive Stakeholder ManagementDemonstrated ability to build relationships and influence at the executive level (VP, SVP, C-suite)Strong executive presence and ability to communicate with clarity, confidence, and credibility in high-stakes situationsExperience facilitating executive forums, steering committees, and strategy session Track record of managing up and across to drive alignment in matrixed organizationsBusiness Acumen & Strategic ThinkingStrong business acumen with ability to connect strategic initiatives to business outcomesExperience in customer experience, customer service, learning and development, or related domainsAbility to think strategically while executing tactically—you see the big picture but sweat the detailsExperience with AI/ML initiatives or digital transformation programs is highly valuedCommunication & InfluenceExceptional written and verbal communication skills; ability to tailor messages for diverse audiencesSkilled at creating executive-level presentations, business cases, and strategic documentsNatural influencer who builds coalitions and drives consensus without formal authorityComfortable with ambiguity and skilled at bringing clarity to complex situationsNice to HaveExperience with AI platforms, generative AI initiatives, or enterprise AI adoptionBackground in product strategy, product operations, or product managementFamiliarity with ServiceNow platform and customer experience workflowsExperience in learning and development, knowledge management, or organizational change managementPMP, PgMP, or similar program management certificationsMBA or advanced degree in business, strategy, or related fieldFD21For positions in this location, we offer a base pay of $126,700 - $215,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location. Additional InformationWork PersonasWe approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.Equal Opportunity EmployerServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. AccommodationsWe strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. Export Control RegulationsFor positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.