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Salary: USD 221,200 - 387,100 / annual
ServiceNow is seeking a Director of Product Management to lead the inbound product management efforts for CRM for Retail, built on the ServiceNow AI platform. You will manage a team of product managers responsible for defining product strategy and roadmap, driving AI-native workflows from concept to delivery, and ensuring alignment with customer needs and market trends.
Key responsibilities include defining and driving AI workflow product strategy for retail industry products; translating strategy into AI-native capabilities; shaping product narratives and securing stakeholder buy-in; guiding engineering, research, and design teams with actionable requirements; leveraging design partnerships and customer research to create solutions; ensuring customer adoption; defining metrics for AI feature performance; and mentoring a team of inbound product managers.
You will work cross-functionally with engineers, designers, researchers, outbound product managers, sales, and partners to build solutions that enhance labor productivity, sales per square foot, HQ alignment, and customer experience for retail customers across owned, franchise, and licensed models.
The ideal candidate brings 15+ years of experience with 10+ years in enterprise SaaS and AI product management, plus 5+ years in a leadership role. You should have deep understanding of retail industry CRM processes (store task management, support, maintenance, customer service), proven track record launching enterprise software products, and familiarity with generative and agentic AI. Domain expertise in grocery, wholesale, restaurants, and hotels is valued. Strong communication skills, experience presenting to executives, and ability to work globally with customers and engineering teams are essential. Bachelor's degree required (MBA preferred).
