Job Description

Overview

We are currently looking for a Senior Director, Inbound Product Manager focused on Configure Price Quote for our Sales CRM business. This role will include the full scope of product management from vision, product strategy (with a focus on AI everywhere), roadmap, execution, and support of GTM through adoption and customer success.

The CPQ product is part of the CRM and Industry business unit at ServiceNow. This role works and collaborates cross functionally with Design, Research, Engineering, Content, Outbound PM, Product Marketing, Solutions Sales and other Product leaders to define and build the capabilities to power the next generation of the CRM and Industry Agentic AI solutions.

We are looking for an experienced product leader that wants to apply disruptive thinking to the way people view front and back office applications.

Responsibilities

The Senior Director will lead product strategy and inbound product management. You will also work cross-functionally with Engineering, Product Design, Research, Outbound Product Management, Support, Training, Product Marketing, and Sales.

• Drive product strategy

  • Research and discover customer pain points, problems and use cases that can be solved by CRM and Industry solutions. Explicitly document use cases and detailed requirements including customer examples.

  • Develop business cases for investment and present recommendations to senior leadership to inform product strategy and roadmap.

  • Adopt an AI first approach to solve real problems and drive value for our customers

  • Build and refine a backlog of validated ideas into clear MVPs and differentiated capabilities.

  • Explore inorganic approaches (e.g., partnerships, integrations, acquisitions) that accelerate value delivery.

• Execute planning and releases

  • Partner with engineering and UX to bring CRM agentic workflows to life.

  • Write clear and actionable product requirements and solution designs that efficiently and accurately inform design and development.

  • Validate designs and prototypes with customers and partners.

  • Collaborate with other ServiceNow product teams on cross-dependencies.

  • Manage and track release execution, manage risks, and ensure high-quality delivery.

• Product enablement and success.

  • Collaborate with outbound PMs to define enablement strategy and content.

  • Partner with marketing, enablement, and customer success to drive adoption.

  • Develop collateral and positioning that define the whole product/solution.

  • Support pricing, packaging, and licensing strategies in collaboration with GTM teams.

• Champion the customer

  • Work closely with Outbound PM and Customer Success to facilitate Customer Advisory Board (CAB) and Product Advisory Council (PAC) Meetings.

  • Drive design partnerships with strategic customers across industry verticals.

  • Engage with sales reps, managers, and operations teams to champion the product and to understand how it is used in the field.

  • Identify GTM and customer adoption challenges.

  • Act as the voice of customer throughout the product lifecycle.

Qualifications

• 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.

• 8+ years of experience building CRM and enterprise software products (e.g. salesforce automation, CPQ, order management, PRM, eCommerce, subscription management).

• Exposure to building AI-driven product capabilities is a strong plus.

• Experience building software products on a platform.

• Excellent prioritization skills with the ability to say no while driving clarity on why.

• Proven ability to transform requirements into roadmaps, balancing strategy with execution.

• Strong written and verbal communication skills to internal and external audiences including senior executives and sponsors.

• Curiosity about customer needs and a track record of building customer-centric solutions.

• Experience with Agile/Scrum practices; certification not required.

• Ability to think critically, thrive in ambiguity, and influence without authority.

• Willigness to travel.

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, 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. 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 globaltalentss@servicenow.com 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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