Director, Inbound Product Management - Retail

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 Director, 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.