Senior Manager

Job Description

The Team 
The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology, Telecommunications, Financial Services, Healthcare, Manufacturing, Retail, and Public Sector, built as extensions of our core – Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ), and Sales & Order Management (SOM). These products drive exceptional customer experiences by uniting front, middle, and back office on a single platform, enabling organizations to sell, fulfill, and service customers faster and at a lower cost. 

The role:
As the Senior Manager, Product Management – Retail, you will be key to scaling one of ServiceNow's fastest-growing business units. Your focus will be on Retail Service Management and Retail Operations that deliver a great end-customer experience and streamlines store, restaurant, and hotel operations for employees to free them up to spend more time serving end-customers directly and making them happy. 
You will leverage deep expertise in retail operations and retail customer service management, and CRM software to bridge the gap between products and market, driving product strategy, executing successful product development and releases, and delivering on strong customer adoption, working closely with Engineering, Research, and Design.

What you get to do in this role:  

• Set the product vision – Define and drive the AI-first product strategy for Retail Service Management and Retail Operations, especially in how we leverage our CRM foundations and cross-workflow foundations to better serve our Retail & Hospitality customers
• Own outcomes, not just outputs – Shape the product narrative, secure key stakeholder and executive buy-in and support for dependencies on the horizon, and ensure every initiative delivers measurable business and customer impact.
• Guide with technical depth and clarity – Guide Engineering, Research, and Design partners with crisp, actionable requirements that enable fast, high-quality delivery of Retail & Hospitality operations and customer service capabilities that delight end consumers, and drive loyalty and growth for our B2B customers.
• Inspire user-derived innovation – Leverage customer pilots, user research, and market insights to create experiences that feel intuitive, contextual, and indispensable.
• Drive adoption – Instinctually lean in with customers, partners, and our Customer Excellence colleagues to ensure fast, painless, and maximal adoption of our products by happy customers.
• Measure what matters – Define and refine metrics that capture the real-world performance, relevance, and business value of our products, especially our AI features.
• Develop talent – Manage and mentor a team of 2+ Product Managers, fostering a culture of innovation and bold ideas, technical excellence, accountability, and elite-level execution.

Qualifications

We’re seeking a technical product senior manager with deep expertise in retail technology and customer service management and a passion for driving AI-powered innovation.

The ideal candidate brings:

• Applying AI
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI’s potential impact on the function or industry. 

• Proven management skills:
  • 10+ years building and guiding high-performing product teams, including mentoring junior staff and fostering cross-functional collaboration; and also up-managing and navigating complex stakeholder ecosystems with ease and a sense of humor.
• Enterprise Platform expertise:
  • 8+ years in B2B software product management with hands-on experience building products on our platform that drive large, measurable impact.
• Execution excellence:
  • A track record of delivering high-quality, scalable features at speed while maintaining a laser focus on outcomes that matter. 
• Customer obsession:
  • Deep empathy for users and the ability to translate complex needs into elegant, customer-centric solutions.
• Data-infused mindset:
  • Expertise in leveraging qualitative and quantitative insights to validate hypotheses, guide strategy, and measure success.
• Astute problem-solving:
  • Comfort navigating ambiguity, uncovering root problems, and clearly communicating trade-offs to drive progressive outcomes.
• Preferred: Retail fluency:
  • Strong understanding of Retail & Hospitality industry, retail technology, with the ability to evaluate, integrate, and innovate on emerging capabilities

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JV20

For positions in this location, we offer a base pay of $187,600 - $328,300, 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 where the role is located and is subject to change based on work location.