Sr Dir Product Management, OneCX

Website ServiceNow

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

The Impact Product Management team is part of ServiceNow’s Customer Success organization. By providing a personalized value acceleration solution, Impact helps boost your expertise and drive a faster ROI. ServiceNow Impact is a world-class customer success offering that expedites customers’ adoption of ServiceNow capabilities, optimizes the health of their platforms, and maximizes the value of their ServiceNow investment.

This leader plays a critical role in this team by spearheading the strategy and integrated roadmap for unifying all of ServiceNow’s digital properties into a single entry point, OneCX. OneCX will deliver a world-class customer experience in a unified portal using the power of GenAI to surface personalized content. OneCX will provide a single entry point and brand for all users to find everything they need.

The perfect candidate is bold, curious, results-oriented, and highly adept at building bridges. A highly matrixed environment is where you thrive, and you get things done by breaking down silos and collaborating across boundaries. You are willing to dive deep into complex problems and possess the influencing skills to bring teams together and deliver the right solutions.

What you get to do in this role:
• Lead a cross-functional team of product managers, engineers, designers, and researchers to define the strategy for a unified customer portal
• Work with senior leaders from Customer Success, Support, Marketing, etc. to create a prioritized roadmap of capabilities
• Provide oversight for design and research teams to synthesize the customer’s voice into delightful experiences
• Faciliate adoption of ServiceNow innovations by working with other ServiceNow product teams
• Represent product strategy and roadmap updates in periodic reviews with Customer Success and product leadership
• Travel up to 25% annually


To be successful in this role you have:
• 10+ years of experience in SaaS / enterprise software product management (ideally focused on customer success)
• Expertise in digital experience technologies (e.g., ServiceNow platform, Adobe Experience Manager) and content personalization techniques
• Strong experience gathering and capturing product requirements and transforming them into a product roadmap and strategy
• Deep curiosity about customer needs and a track record in building customer relationships and delivering customer-centric solutions
• Fanatical about digital customer success and tenacious at driving long-term customer value
• Highly data-driven with commitment to drive customer engagement towards business outcome and value realization
• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars
• Ability to work as part of a distributed global team


For positions in the Bay Area, we offer a base pay of $237,800 – $416,200, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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