Director of Product Management, Retail

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.  

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.