Program Manager

Job SummaryJob descriptionServiceNow’s Partner Portal supports thousands of partners across multiple partner types and is central to how they engage, transact, and grow their business with ServiceNow.As Product Manager, you will help shape the future of ServiceNow’s partner experience by defining intelligent, scalable capabilities that make it easier for partners to do business with us. You will set product direction, translate partner and business needs into clear priorities, and work closely with engineering, design, and partner-facing teams to deliver AI-enabled experiences that simplify complex workflows, improve self-service, and drive measurable partner outcomes.What you’ll doOwn the product vision and roadmap for AI-enabled partner experiences across digital self-service journeysIdentify, define, and prioritize capabilities that reduce friction across high-value partner workflows and improve partner productivityTranslate partner pain points, business priorities, and operational needs into clear product requirements in close partnership with partner-facing teams, design, engineering, and leadershipPartner with engineering to evaluate technical approaches, assess feasibility, and make pragmatic build decisions that balance speed, quality, scalability, and user impactDefine experiences that adapt to different partner types, roles, permissions, and workflows while maintaining a simple, consistent user experienceEstablish success metrics that measure partner adoption, task completion, workflow efficiency, self-service effectiveness, and overall partner outcomesDefine and manage a phased rollout strategy that validates value, builds trust, and incorporates partner feedback before scaling capabilities broadlyNavigate cross-functional dependencies across partner programs, data, platform capabilities, AI governance, and operational teamsChampion partner trust and adoption through transparent AI behavior, reliable product experiences, clear enablement, and thoughtful change managementQualificationsBasic qualifications9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service productsDemonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilitiesExperience with channel, partner, or indirect selling processes is an advantageStrong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation optionsTrack record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomesExcellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadershipPreferred qualificationsExperience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scaleBackground in partner-facing or channel products—partner portals, PRM, deal registration, or partner self-serviceFamiliarity with RBAC, multi-tenant data isolation, and content governance in enterprise platformsExperience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automationUnderstanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) workBachelor’s degree in computer science, a related technical field, or equivalent practical experienceKey ResponsibilitiesQualificationsBasic qualifications9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service productsDemonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilitiesExperience with channel, partner, or indirect selling processes is an advantageStrong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation optionsTrack record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomesExcellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadershipSkill RequirementsQualificationsBasic qualifications9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service productsDemonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilitiesExperience with channel, partner, or indirect selling processes is an advantageStrong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation optionsTrack record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomesExcellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadershipOther RequirementsPreferred qualificationsExperience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scaleBackground in partner-facing or channel products—partner portals, PRM, deal registration, or partner self-serviceFamiliarity with RBAC, multi-tenant data isolation, and content governance in enterprise platformsExperience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automationUnderstanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) workBachelor’s degree in computer science, a related technical field, or equivalent practical experience