Inbound Product Manager

It 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 — Service Now 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.

As a Staff Product Manager (IC4) on the Connected Customer Experience (CCX) team—part of Service Now’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.

• 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.

• 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.
• Preferred Skills
• Familiarity with workflow automation, the Service Now 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.

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here () . To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Service Now 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,…