Director of Product Management, Retail

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.

Service Now’sRetailindustry products teamhelpsretailersstreamline store and partner operations across owned, franchise, and licensed models toenhancelabor productivity,sales per sq foot,HQ alignment&communication, andthecustomer experience.

We are a team of passionate product managers who drive product vision,partner closely with customers to defineneeds, and collaborate to deliver innovativeAIsolutionstoimprovestore operationsandthecustomerexperience.

We are looking for aDirector of Product Managementtohelplead our inbound product management effortsfor CRM for Retail built on the Service Now AI platform. In this role,you willbe responsible for leading a team of inbound product managers todefineproductstrategy and roadmap,drive AI-native workflows from concept to delivery, and ensure that they align with customer needs and market trends. You will work closely with engineers, designers,researchers,outbound product managers, sales, partners, and other cross-functional teams to buildAI-nativesolutionsforretailcustomers.

The ideal candidate combines strong domainexpertisein enterprise software product management, AI, CRM, andretailwith proven leadership to align cross-functional teams and deliver business outcomes that drive customer success and enterprise growth.

• Define and drive the AIworkflowproduct strategy and roadmapforretailindustryproducts
• Translate product strategy intoAI-native product capabilities and manage them through the product lifecycle.
• Shape the product narrative, secure key stakeholder and executive buy-in, gainand support for dependencies on the horizon,define packaging options,and ensure every initiative delivers measurable business and customer impact.
• Guideengineering,research, anddesign partners with crisp, actionable requirements that enable fast, high-quality delivery of capabilities that delight end consumers, and drive loyalty and growth for our customers.
• Leverage design partnerships,customer pilots, user research, and market insights to createAI-native solutions and experiences.
• Leanin with customers, partners, and ourcustomerexcellence colleagues to ensure fast, painless, and maximal adoption of our products byhappy customers.
• Define and refine metrics that capture the real-world performance, relevance, and business value of our products, especially our AI features.
• Mentorand growa team ofinboundproductmanagers, fostering a culture of innovation and bold ideas, technical excellence, accountability, and elite-level execution.

• 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.
• A bachelor's degree in computer science, business, or a related field; an MBA is preferred
• 15+ years of experience with
  10+ years inproduct management for Enterprise Saa Sand AIproductsand 5+ in a leadership…