Product Strategy Sr Manager

Job Description

About the team:

The Connected Customer Experience (CCx) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCx spans support, learning, and success experiences, built on the ServiceNow AI Platform.

About the role:

As Product Strategy Senior Manager, you will serve as a senior individual contributor who shapes the product strategy for CCx digital customer experiences across support, learning, and success. You will translate customer insight, market trends, product data, and leadership priorities into a clear strategic direction, compelling strategy documents, and aligned roadmaps.

In this role, you will combine strategic thinking with hands-on product strategy—developing strategy documents and executive presentations, shaping roadmaps and business cases, and ensuring timely follow-through. You will engage directly with customers and senior leaders, exercise strong judgment in sensitive and ambiguous situations, and influence product and business decisions through evidence-based insights. Success requires exceptional written and verbal communication, analytical rigor, operational discipline, executive presence, and the ability to deliver measurable outcomes in a fast-moving, matrixed environment.

What you get to do in this role:

This role connects strategy, customer perspective, product direction, and execution at scale. You will partner across product, engineering, design, customer operations, and communications to turn complex inputs into aligned plans, decision-ready insights, and effective customer and executive engagements.

• Digital CX product strategy—define and evolve the multi-year product strategy for CCx digital experiences across support, learning, and success, including self-service, AI-powered and autonomous support, and personalized customer journeys. Integrate customer feedback, engagement signals, product inputs, and leadership perspectives into CCx Product Strategy and recurring intelligence and decision-ready insights; identify evidence gaps, recurring themes, product implications, and decisions required.

• Customer engagement and executive experiences—shape the strategy and content for customer forums and executive briefings that inform and validate product direction; facilitate discussions and present directly to customers when appropriate.

• Market and customer insight—run competitive and market analysis, size opportunities, and use customer research and usage data to identify where to invest and where to stop.

• Strategy development and storytelling—independently author strategy documents, executive PowerPoint presentations, roadmaps, and business cases that articulate vision, priorities, tradeoffs, and investment needs, from problem framing through executive review.

• Decision support and influence—apply sound judgment and analytical rigor to recommend priorities, shape product and business decisions, surface tradeoffs, and drive alignment across senior stakeholders without direct authority.

• Outcomes and measurement—define success metrics for the digital CX strategy, such as customer effort, self-service and case deflection rates, adoption, and customer satisfaction, and connect initiatives to company goals.

• AI-enabled ways of working—embed AI into research, synthesis, planning, content development, program execution, and measurement while applying appropriate judgment and quality controls.

Qualifications

To be successful in this role, we need someone who has:

• 10+ years of relevant experience in product strategy or product management, preferably at a SaaS or enterprise technology company; experience in management consulting, customer experience strategy, or strategic program management is a plus.

• Deep understanding of digital customer experience, including self-service, support and success platforms, customer journey design, and AI-driven customer engagement.

• Proven track record of authoring strategy documents and executive PowerPoint presentations that drove investment or roadmap decisions; work samples or portfolio required.

• Experience applying strategy frameworks, competitive analysis, business case development, and prioritization methods to shape product direction.

• Demonstrated ability to lead multiple complex, cross-functional programs from strategy through execution, including governance, planning, dependencies, risks, stakeholder accountability, and outcome measurement.

• Experience engaging directly with customers and senior executives, facilitating high-stakes discussions, and converting customer perspectives into actionable product and business insights.

• Exceptional written, verbal, and visual communication skills, with a strong record of developing strategic narratives, executive-level presentations, briefings, and decision materials.

• Strong executive judgment and presence, including the ability to anticipate questions, calibrate content for different audiences, prepare leaders and speakers, and navigate sensitive or ambiguous situations.

• Ability to synthesize qualitative and quantitative inputs, recognize patterns and evidence gaps, frame product implications, and recommend clear priorities and decisions.

• Working knowledge of product development and planning practices, customer feedback systems, roadmap communication, and closed-loop engagement processes.

• Proven ability to influence across product, engineering, design, customer success, communications, and operations without direct authority.

• Experience using AI-powered tools or designing AI-enabled workflows to improve research, synthesis, communication, decision-making, program execution, or measurement.

• Highly collaborative, organized, and resilient, with the ability to balance strategic thinking, creative storytelling, and detailed operational execution in a fast-moving environment.

• ServiceNow Platform experience, specifically CRM, is a plus.

For positions in this location, we offer a base pay of $148,900 – $230,600, 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.

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 [email protected] 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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