Principal Product Manager - WEM Analytics and Planning

• 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 can 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.

Service Now’s Service CRMteam is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing consumer grade experience to agents as to end users. Our customers span across industries, and our goal is to build horizontal Customer Engagement capabilities that plug‑n‑play and adapt to the needs of the domains.

The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best‑breed engagement solutions.

We are executing a holistic Customer Engagement strategy to deliver best‑in‑class outcomes for customers and agents. As a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain, you will own product strategy and execution across the following capability areas:

• Real‑time Monitoring of Channels including native Voice and Chat channels
• Intraday Operations and Optimizations
• Scheduling & Forecasting (WFM)
• Coaching & Skill Management
• Monitoring & Managing Team Performance (analytics + execution loops)

Product managers at Service Now operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work.

This role requires a unique blend of customer empathy, operational rigor, strong product craftsmanship, and AI‑driven product judgment. Modern WEM is being reshaped by AI—forecasting and staffing must increasingly account for digital/AI deflection and bot‑to‑human escalations, and supervisors need real‑time guidance to respond to volatility across channels.

Product Managers at Service Now usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.

• Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, with primary focus on scheduling & forecasting, real‑time channel monitoring, coaching & skill management, and team performance management.
• Define and deliver AI‑driven forecasting and scheduling experiences across voice and digital channels, including demand forecasting, schedule optimization, intraday management, and real‑time adjustments in response to volume variability.
• Build real‑time operational monitoring capabilities that provide supervisors with actionable visibility into queues, SLAs, adherence, capacity, and service risk across channels.
• Design coaching and skill management workflows that connect performance signals to targeted coaching actions, skill development, and measurable improvement for agents and…