Quality Product Manager, Partner Success
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
The Quality Product Manager is a dedicated role that plays a key role in delivering on our transformational vision. This role is key to assisting the Partner Success Managers with assets, tools, and services that can be deployed to inspect, audit and coach Partners to improve deployment outcomes. This role will lead the design, build, price, and promotion of the go to market services for the Partner Success Managers. The services will require defining and include the production of supporting tools and templates to augment the services, including data collection, ability to benchmark, and reporting trends and insights from the delivered services. The role will also be the lead in innovation such as bringing to market new self-service tools and assessments for the Partners to utilize.
This role reports into the Partner Success Quality Management Office Leader.
Primary Focus:
- Lead the design and build of the services used by the Partner Success Managers
- Build tools, templates and other supporting materials for the services
- Enable the Partner Success Managers on new and updated services
- Determine the optimum go to market methods for these services, which will include pricing and marketing materials
- Lead the design of self-service tools and assessments for use by Partners in the delivery of successful deployments
- Track the outcomes and value of the services in order to benchmark results for reuse in the tools/services, but also to continually improve and innovate the service
- Solicit feedback from stakeholders both internally and externally on the value, level of satisfaction of the services delivered
- Collect feedback for new innovations to improve delivery quality
Other duties
- Report out the status of tool and asset creation to stakeholders
- Identify process improvement opportunities
Qualifications
To be successful in this role you have:
- A team player that is goal-oriented and confident, with aptitude and desire to work with high-performing teams.
- +3 years experience working in a professional services organization in a quality or audit type capacity
- Experience in services product management, with a proven history for building and launching service offerings within a professional services organization
- +3 years experience developing tools and assets in a program building environment
- Experience working with sales, marketing, and/or Channel and Alliance partnership management.
- This individual must demonstrate an ability to get things done, manage multiple stakeholders both internally and externally and build consensus and resolve conflict in a highly collaborative manner.
- Proven experience in identifying, prioritizing and developing tools and assets
- Ability to create a productive network within ServiceNow and be an influencer
- Excellent communication skills, both written and verbal, with strong presentation and facilitation skills
- Diligent at measuring and communicating progress to achieve targeted business results, identifying obstacles and associated remediation plans.
- Be adaptable and flexible, able to work and thrive in a highly dynamic environment.
- Experience with data capture, dashboarding and analysis
- High proficiency with recent versions of all Microsoft Office products, specifically with the ability to create complex Excel workbooks with reporting
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.