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Product Manager, Digital Customer Experience - Remote Usa or Santa Clara, CA-Flexible
Posted on 6/29/2022
San Jose, CA, USA
Experience Level
Desired Skills
Customer Service
UI/UX Design
  • Own the vision to redefine digital transformation for ServiceNow customers
  • Help innovate and create customer solutions that will affect organizational transformation in the face of a digital-first emerging landscape
  • In this role, you'll build the systems that allow our customers to self-serve & get fast, automated resolutions for any support they need with their ServiceNow products
  • You'll create self-help user interfaces and design bots, ensuring we can give a fast and satisfying resolution to any customer at the touch of a button
  • You will be responsible for creating a unified, consistent, and reliable system to keep our user experience top-notch regardless of how our customers interact with us
  • Focus on developing and iterating rapidly as you build your perspective on how to win in this area
  • Work with the business, design, engineering, and product teams to create digital transformation experiences for internal stakeholders and customers
  • Work alongside your engineering and design partners to build the features that best achieve your goals
  • Define and prioritize the backlog of work for assigned projects, including the creation of epics and stories for new features, enhancements to existing features functionalities, and improving digital experience quality based on customer satisfaction or feedback
  • Be the digital experiences expert and provide guidance on how the latest innovations in technology can be applied to create next-generation customer experiences
  • 10+ years of overall experience with 5+ years of product management experience in defining, launching, and growing Enterprise or SaaS products in an agile technology organization
  • Deep understanding of Customer Service domain, and specifically in Self-service capabilities
  • Demonstrated experience in collaborating with Research, UX, Engineering and facilitating brainstorming sessions to arrive at a solution
  • Strong user experience/design sense, with a record of building great products
  • Excellent written and oral communication skills, including experience presenting to executive leadership
  • High energy, self-starter with an aptitude for learning new technologies
  • Strong customer focus, stakeholder empathy, inclusive approach towards team members and growth mindset

10,001+ employees

Digital workflows
Company Overview
ServiceNow provides cloud-based solutions that define, structure, manage, and automate services for enterprise operations.