We are seeking an experienced Senior Product Manager to complement our product team, contributing to the vision, strategy, and roadmap for our ServiceNow-based customer service ecosystem. This role will drive the development and optimization of digital capabilities that enable our service organization to deliver exceptional customer experiences—spanning case management, renewals, upsells, customer complaints, self‑service, and knowledge management.
The ideal candidate will be a strategic thinker and a hands‑on product leader who thrives at the intersection of AI, automation, customer experience, and enterprise service technology. You will shape how our service organization uses data and intelligent automation to deliver faster, smarter, and more personalized support.
Your role: Product Strategy & Roadmap- Define and co‑own the end‑to‑end product roadmap for ServiceNow capabilities supporting the global service organization.
- Translate business needs into a clear product vision focused on intelligent workflows, predictive insights, and customer self‑service empowerment.
- Collaborate with senior stakeholders to align platform strategy with corporate goals and service transformation objectives.
- Partner with Service Operations, Customer Success, Sales, and Marketing to understand and optimize user journeys for renewals, upsells, complaint handling, and self‑service.
- Leverage AI‑driven analytics, predictive models, and conversational bots to enhance customer experiences and reduce manual workloads.
- Develop data‑driven insights to improve customer satisfaction, resolution rates, and operational efficiency.
- Promote proactive service capabilities through anomaly detection, sentiment analysis, and case prediction tools.
- Lead an agile, cross‑functional team of developers, business analysts, and UX designers to deliver platform enhancements on time and within scope.
- Prioritize features and backlog items based on user feedback, business value, AI readiness, and measurable outcomes.
- Partner with IT and ServiceNow architects to ensure scalable and secure implementations.
- Drive integration of AI/ML services within ServiceNow, such as Virtual Agent, Predictive Intelligence, and Performance Analytics.
- Establish product governance frameworks for change management, release planning, and platform standards.
- Define KPIs and success metrics for platform adoption, customer engagement, and operational efficiency.
- Stay current on ServiceNow & AI innovations (e.g., Customer Service Management, Knowledge, and AI modules) and identify opportunities to leverage new capabilities.
- 6+ years of experience in product management, preferably within enterprise service management and SaaS platforms.
- Deep understanding of ServiceNow (especially CSM, ITSM, Knowledge, and AI modules) and its role in large‑scale service operations.
- Experience driving adoption of AI‑enabled solutions such as virtual assistants, chatbots, predictive analytics, or process automation.
- Strong analytical and problem‑solving skills with proficiency in defining and tracking key product and AI performance metrics.
- Excellent communication and stakeholder management skills, with the ability to influence at all levels of the organization.
- Experience with Agile delivery frameworks (Scrum, Kanban) and tools such as Jira, Aha!, or ServiceNow Agile Development.
- Ability to travel up to 20%.
- Experience in a service organization or customer success function (B2B or B2C).
- Familiarity with AI‑driven self‑service, intelligent automation, and machine learning applications in customer service contexts.
- ServiceNow certification or hands‑on implementation experience preferred.
- Background in integrating data analytics and AI pipelines with enterprise platforms.
- A cohesive roadmap that integrates AI and automation to elevate service quality, responsiveness, and personalization.
- Significant increases in digital and self‑service adoption driven by intelligent recommendations and conversational interfaces.
- Reduction in complaint resolution time through predictive insights and proactive engagement.
- Strong alignment between business, IT, and data teams to deliver next‑generation service capabilities.
We believe that we are better together than apart. For our office‑based teams, this means working in‑person at least 3 days per week.
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#J-18808-Ljbffr€80000.00 - €100000.00 monthly