Principal Inbound Product Manager - Engage

• Full-time
• Employee Type:
  Regular
• Region: AMS
  - North America and Canada
• Work Persona:
  Flexible or Remote

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate Service Now’s journey to become the defining enterprise software company of the 21st century.

And we love co-creating, using, and highlighting our own products to do it.

Ultimately, we strive to make the world work better for our employees and customers—when you work in Service Now Digital Technology, you work for them.

As a Principal Product Manager, you will own the Now Engage platform end to end — a Service Now platform serving customers, partners, and employees who support customers. Now Engage is central to how Service Now helps customers achieve value quickly, with a commitment to measurable time to value within the first 100 days. You will partner closely with business, engineering, product, architecture, and senior stakeholders to define the roadmap, shape AI-driven capabilities, and deliver high-impact platform experiences that accelerate adoption and improve fulfillment, support, and growth outcomes.

As a Technical Product Manager, you will drive the platform, tools, and technologies that power Service Now's post-sale customer success experience. You will help consolidate fragmented tooling, create a real-time view of the customer, surface AI-driven insights, and build AI-native workspace and agent experiences that improve outcomes for customers, partners, employees, and the business. As the product and technology partner to Customer Success, you will operate with transparency, urgency, and strong product judgment, making clear roadmap tradeoff decisions and aligning teams around measurable business impact.

You will bring business and technical acumen to the role — fluent in system design, architecture, data flows, integrations, and AI/ML concepts — enabling you to partner credibly with engineering, challenge assumptions, and write product requirements that teams can execute. This is a high-visibility, high-accountability role that requires strong stakeholder management, product sense, and the ability to ship internal and partner-facing tools from concept through launch and adoption.

Success will be measured by customer time to value, customer adoption, and the quality of execution against roadmap priorities.

• Product Strategy &
  
  Roadmap:
  
  Own the Now Engage product strategy and roadmap, including AI-native workspace, SPM integration, and agent capabilities.
• Execution & Delivery:
  Drive product requirements, prioritization, delivery, adoption, and outcome measurement across complex platform initiatives.
• Executive & Stakeholder Alignment:
  Partner with senior leaders, business stakeholders, engineering, product, and architecture to align on…