Role:
We are executing on a holistic Customer Engagement strategy to deliver best in class experience for end users. We want to continue our journey in mobile messaging and self-service space to deliver truly world-class, consumer grade omnichannel experience on customer channel of choice. As the product manager for this topic, you will be responsible for delivering capabilities for customers and agents on chat and messaging channels. You will be working closely with other PMs within the Customer Engagement product and the broader ServiceNow workflows.
Product managers operate at the intersection of market opportunity, customer experience design, technology development and delivering value to our customers. Thus, the role requires a unique blend of skills
- Research on the given problem and capture requirements in clearly articulated Product Definition documents that also serve as the foundation for downstream enablement activities
- Represent the customer's voice to the technology and user experience design team in the form of well documented epics and stories
- Balance strategy with execution – Maintain the roadmap for your products, while maintaining a continuous backlog to get new features out the door.
- Influence teams through vision and passion to deliver on timelines that help us compete
- Strive for perfection and set a high bar for quality in experience design and technology
Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
What you get to do in this role:
- Translate product strategy into product capabilities and manage them from concept to delivery
- Create compelling market validated use cases & lead ideation
- Collaborate with researchers and designers on defining and testing innovative ideas
- Validate product designs and prototypes with customers, enterprise stakeholders and prospects to co-innovate and test the requirements
- Create storyboards and wireframes to effectively communicate functional specs to experience design and development teams
- Create feature plans for each release, including acceptance criteria, use cases, etc.
- Collaborate with engineering on release management, understand status, risks, dependencies and help address risks and resolve issues
- Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
- Effectively work with Sales, Marketing, Services, Support for enablement to ensure successful release and customer adoption
- Collaborate with the central pricing team and provide recommendations to the Pricing Committee on the product’s pricing and packaging
- Implement packaging definitions in the product and build necessary license
- Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.