Senior Director of Product Management, ServiceNow
Customer Success
$250.2-437.9k
Plus equity (when applicable) & Variable/incentive compensation
Cloud-based digital workflows for enterprises
Be an early applicant
Cloud-based digital workflows for enterprises
1001+ employees
Be an early applicant
$250.2-437.9k
Plus equity (when applicable) & Variable/incentive compensation
1001+ employees
Company mission
To transform IT to revolutionise the enterprise.
Role
Who you are
- ServiceNow is seeking a high energy, high EQ executive leader who thrives in a highly cross-functional, rapid velocity environment and has a passion for driving scale, transforming culture, and designing end to end technology solutions for customers and employees who are serving our customers
- Proven and extensive 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
- 12+ years of experience in Product Management across Enterprise Platforms, or AI-driven Digital Transformations with at least 5 years in senior leadership roles
- Proven experience in delivering exceptional customer technology experiences across the enterprise platform including: Customer Onboarding, License Utilization, Customer Engagement Team Technology Support (Revenue Operations), Elevating and Optimizing the customer journey through self service,
- Proven track record of building and scaling enterprise platforms
- Experience working cross-functionally across customer-facing teams, internal back-office teams, and technology organizations
- Strong background in AI-driven personalization, and omnichannel experiences
- Expertise in enterprise technology, AI/ML models, cloud platforms (AWS, Azure, GCP), APIs, and
- Strong executive presence, with the ability to influence C-suite and cross-functional leaders
What the job involves
- We are 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 product design, transformation, stellar experiences, AI-driven automation, innovation, and growth
- We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century
- As the Senior Director of Customer Success Product, you will drive the vision, strategy, and execution of enterprise-wide effort to build and own the Customer Engagement product Roadmap that enable seamless, end-to-end customer and employee experiences
- You will be responsible for ensuring integration between customer-facing functions and employee facing functions
- A key part of your role will be working with the Enterprise AI team to optimize and refine AI models that enhance customer interactions and deliver business value
- Enterprise Platform Product Management Leadership: Define and execute the strategy for Customer Success Platform. Ensure seamless end-to-end customer experiences by integrating customer-facing systems with employee facing platforms under one unified experience. Drive platform standardization across the organization, ensuring scalability, security, and interoperability
- AI Optimization & Customer Experience: Leverage AI to enhance customer journeys, predictive analytics, and self-service capabilities. Drive feedback loops to continuously improve accuracy and relevance
- Cross-Functional Collaboration: Work with customer-facing products and product teams serving internal to align on platform and AI-driven solutions. Partner with engineering, data, and architecture teams to build AI-powered experiences
- Execution & Operational Excellence: Define and track KPIs for platform adoption, and business impact
Our take
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations, transforming old, manual ways of working into modern digital workflows. The company was founded in 2004 with a vision to build a cloud-based platform that would enable regular people to route work effectively through the enterprise.
Much as Salesforce enables a company to manage its external clients by keeping a record of all contacts and interactions, ServiceNow promises an internal system to meet the needs of employees. It has succeeded in claiming half the market, setting itself apart from legacy IT service-management software players like BMC Software, Hewlett Packard Enterprise, Cherwell Software and CA Technologies.
The company's success comes from two product traits: simplicity and customisability. ServiceNow's IT tools don't require the IT department to set them up. Once running, they offer a single collection centre for requests, data points and checklists, all of which can in turn be analysed by algorithms to predict needs, flag concerns and measure efficiency.
The company has more than 7500 customers, including 80% of the Fortune 500 list of the United States' largest corporations. ServiceNow now looks to increase its revenue threefold in upcoming years and has entered into a 5-year partnership plan with Visa, beginning with the launch of a Visa-integrated dispute resolution solution for issuers. The company is prioritising organic growth over mergers and acquisitions, with a target revenue of $15 billion, something which its Visa partnership will no doubt aid in achieving.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Mar 2012
$11m
GROWTH EQUITY VC
Feb 2012
$17.9m
GROWTH EQUITY VC
Total funding: $83.8m
Company benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
Company HQ
Santa Clara, CA
Leadership
Fred Luddy
(Chairman Of The Board)Previously Software Developer at Amdahl Corporation for 4 years and CTO at Peregrine Systems for 13 years.
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