Director of Product Management, Retail

Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

Team

ServiceNow’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.

Role

We are looking for aDirector of Product Managementtohelplead our inbound product management effortsfor CRM forRetailbuilt on the ServiceNow AI platform. In this role,you willbe responsible forleading a team of inbound product managers todefineproductstrategy and roadmap,drive AI-native workflowsfrom concept to delivery, and ensurethat they align with customer needs and market trends. You will work closely with engineers, designers,researchers,outbound productmanagers, sales, partners, and othercross-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.

What you get to do in this role:

• Define and drive the AIworkflowproduct strategyand roadmapforretailindustryproducts
• Translate product strategy intoAI-nativeproduct 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.
• Leveragedesign partnerships,customer pilots, user research, and market insights to createAI-native solutions andexperiences.
• Leanin with customers, partners, and ourcustomerexcellence colleagues to ensure fast, painless, and maximal adoption of ourproducts 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.

Qualifications

To be successful in this role you have:

• 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 with10+ years inproduct management forEnterprise SaaSand AIproductsand 5+ in a leadership role.
• Strongunderstandingofand interest in working withgrocery,wholesale durable and non-durable goods, and restaurants and hotels.
• Deep understanding ofretailindustry CRM processes such asstore task management, store support, store maintenance, and customer service.
• A proventrack recordof successfully launching and managing enterprise software productsthat resonate with users
• Deeply familiar withgenerativeand agenticAI and its ability to transform experiences and operations.
• Excellent communication skills, with experience presenting tolarge audiences andexecutive leadership
• Experience working directly with customers, sales, and engineering teams in a global setting.
• The discipline to focus on high-impact activities (i.e., being good at saying "no" or "not now")
• Familiarity with ServiceNow's CRM platform and application portfolio is a strong plus.
• Must enjoy working in acollaborative environment
• High energy, self-starter with a growth mindset.

JV20

For positions in this location, we offer a base pay of $221,200 - $387,100 , 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

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 ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact View email address on click.appcast.io for assistance.

Export Control Regulations

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

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