Staff Inbound Product Manager

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. 

Role 

As the Staff Inbound Product Manager – 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:   

Product Strategy and Planning: 

• Drive product vision and strategy that sets us up for success as we look to scale to $20B+ in revenue 
• Collaborate with customers, researchers, and architects on developing and testing innovative product ideas 
• Continually define and groom epic and story product roadmap with 3-4 release horizon 
• Engage stakeholders on necessary inputs for product strategy & roadmap, get buy-in, manage communications, expectations and dependencies 

Requirements Prioritization and Release Management: 

• Establish and maintain relationships with the other BUs to evaluate and manage cross-BU dependencies (both from and to the BU) 
• Create product/feature plans for each release, including acceptance criteria, use cases, success metrics, and related documentation 
• Collaborate with engineering team on release management to understand status, risks, dependencies and help address risks and resolve issues 
• Gather, prioritize and define requirements (while actively grooming backlog) into executable epics and user stories for engineering 

Customer Insights: 

• Define key product success metrics and ensure they are instrumented & reviewed 
• Know top 3-5 customers intimately, their specific use cases, gains and pains