Product Manager - Vertical Solutions
Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Team
ServiceNow's Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our customers span across industries and our goal is to provide an industry foundation comprising of data model, core processes and capabilities, that can be used to build customer service workflows across industries. Our team comprises of stellar product manager who can work fast across multiple problems and find the synergies across them to build a cross-industry foundation.
Role
We have aggressive launch goals for new industry products and are looking for a seasoned product manager who can build new vertical solutions on top of Customer Service Management foundation. As a product manager in this role, you will build the vertical solutions end to end, starting from the data model all the way to the user experience. You will be responsible for identifying the right vertical capabilities and content by being the voice of our customers and then delivering them by working closely with cross functional teams across engineering, design, marketing, sales services.
- Identify the problem - Research customer use cases to identify the problems to be solved and the capability and content that needs to be built in the vertical solution
- Manage definition and delivery - Define the solution design by mapping foundation capabilities to the use cases and identifying gaps that need to be addressed for the vertical solution.
- Define clear epics and stories to translate the solution proposal to engineering and UX. Create content to enable cross functional teams on the verticalized capabilities and use cases
- Balance strategy with execution - Maintain the roadmap for the vertical solution while maintaining a continuous backlog to get new features out the door.
- Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role:
- Translate product strategy into product capabilities and manage them from concept to delivery
- Create compelling market validated use cases & lead ideation
- Collaborate with researchers and designers on defining and testing innovative ideas
- Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
- Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
- Create feature plans for each release, including acceptance criteria, use cases, etc.
- Collaborate with engineering on release management: understand status, risks, dependencies and help address risks and resolve issues
- Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
- Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
- Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product's pricing and packaging
- Implement packaging definitions in the product and build necessary license and
- Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.
Qualifications
In order to be successful in this role, we need someone who has:
- 8+ years of Product Management building B2B and B2C enterprise products for a global customer base
- Experience in one or more areas of CRM - sales, service, commerce
- Deep knowledge of CRM data models applied across multiple industry verticals
- Demonstrated experience in collaborating with multiple teams and facilitating brainstorming sessions to arrive at a solution
- Technical aptitude to self-validate solution approaches, assess initial feasibility and drive discussions with architects and engineers
- Experience working in and delivering product or services in an agile/lean environment
- Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap.
- Strong user experience/design sense, with a record of building great products
- Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
- Top-notch written and oral communication skills, including experience presenting to executive leadership, participating in the sales cycle, and handling sensitive customer escalations
- High energy, self-starter with an aptitude for learning new technologies
Additional Information
ServiceNow is an Equal Employment 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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
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Work Personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
Flexible
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
Remote
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.