Director of Product Management, Retail, Santa Clara

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Team
ServiceNow’s Retail industry products team helps retailers streamline store and partner operations across owned, franchise, and licensed models to enhance labor productivity, sales per sq foot, HQ alignment & communication, and the customer experience. We are a team of passionate product managers who drive product vision, partner closely with customers to define needs, and collaborate to deliver innovative AI solutions to improve store operations and the customer experience.

Role
We are looking for a Director of Product Management to help lead our inbound product management efforts for CRM for Retail built on the ServiceNow AI platform. In this role, you will be responsible for leading a team of inbound product managers to define product strategy and roadmap, drive AI-native workflows from concept to delivery, and ensure that they align with customer needs and market trends. You will work closely with engineers, designers, researchers, outbound product managers, sales, partners, and other cross-functional teams to build AI-native solutions for retail customers. The ideal candidate combines strong domain expertise in enterprise software product management, AI, CRM, and retail with proven leadership to align cross-functional teams and deliver business outcomes that drive customer success and enterprise growth.

What you get to do in this role:

Define and drive the AI workflow product strategy and roadmap for retail industry products
Translate product strategy into AI-native product capabilities and manage them through the product lifecycle.
Shape the product narrative, secure key stakeholder and executive buy-in, gain and support for dependencies on the horizon, define packaging options, and ensure every initiative delivers measurable business and customer impact.
Guide engineering, research, and design partners with crisp, actionable requirements that enable fast, high-quality delivery of capabilities that delight end consumers, and drive loyalty and growth for our customers.
Leverage design partnerships, customer pilots, user research, and market insights to create AI-native solutions and experiences.
Lean in with customers, partners, and our customer excellence colleagues to ensure fast, painless, and maximal adoption of our products by happy customers.
Define and refine metrics that capture the real-world performance, relevance, and business value of our products, especially our AI features.
Mentor and grow a team of inbound product managers, fostering a culture of innovation and bold ideas, technical excellence, accountability, and elite-level execution.

Qualifications

To be successful in this role you have:

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.
A bachelor's degree in computer science, business, or a related field; an MBA is preferred
15+ years of experience with 10+ years in product management for Enterprise SaaS and AI products and 5+ in a leadership role.
Strong understanding of and interest in working with grocery, wholesale durable and non-durable goods, and restaurants and hotels.
Deep understanding of retail industry CRM processes such as store task management, store support, store maintenance, and customer service.
A proven track record of successfully launching and managing enterprise software products that resonate with users
Deeply familiar with generative and agentic AI and its ability to transform experiences and operations.
Excellent communication skills, with experience presenting to large audiences and executive leadership
Experience working directly with customers, sales, and engineering teams in a global setting.
The discipline to focus on high-impact activities (i.e., being good at saying "no" or "not now")
Familiarity with ServiceNow's CRM platform and application portfolio is a strong plus.
Must enjoy working in a collaborative environment
High energy, self-starter with a growth mindset.

JV20

For positions in this location, we offer a base pay of $221,200 - $387,100, 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.

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, 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.