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Salary: USD 199,100 - 348,400 / annual
ServiceNow is seeking a Principal Product Manager to own the Now Engage platform end-to-end. Now Engage is a ServiceNow platform serving customers, partners, and employees who support customers, central to how ServiceNow helps customers achieve value quickly with a commitment to measurable time to value within the first 100 days.
In this role, you will drive the platform, tools, and technologies that power ServiceNow's post-sale customer success experience. You will help consolidate fragmented tooling, create a real-time view of the customer, surface AI-driven insights, and build AI-native workspace and agent experiences that improve outcomes for customers, partners, employees, and the business. As the product and technology partner to Customer Success, you will operate with transparency, urgency, and strong product judgment, making clear roadmap tradeoff decisions and aligning teams around measurable business impact.
Key responsibilities include owning the Now Engage product strategy and roadmap (including AI-native workspace, SPM integration, and agent capabilities); driving product requirements, prioritization, delivery, adoption, and outcome measurement across complex platform initiatives; partnering with senior leaders, business stakeholders, engineering, product, and architecture to align on priorities and tradeoffs; applying strong technical judgment across system design, integrations, data flows, workflows, and AI-enabled capabilities; and identifying practical AI opportunities that improve customer visibility, fulfiller productivity, platform intelligence, and time to value.
You will bring business and technical acumen to the role—fluent in system design, architecture, data flows, integrations, and AI/ML concepts—enabling you to partner credibly with engineering, challenge assumptions, and write product requirements that teams can execute. This is a high-visibility, high-accountability role requiring strong stakeholder management, product sense, and the ability to ship internal and partner-facing tools from concept through launch and adoption. Success will be measured by customer time to value, customer adoption, and the quality of execution against roadmap priorities.
**Requirements:**
- 12+ years of product management experience, including experience owning complex internal platforms, employee-facing tools, partner-facing tools, delivery/PSA tooling, or enterprise workflow products
- Experience shipping products or platforms used by employees, internal teams, partners, or other enterprise users, with an understanding of the business process complexity behind internal tooling
- Strong technical depth in system design, architecture, integrations, data flows, APIs, workflows, and AI-enabled product capabilities
- Fluency in AI product capabilities and experience integrating AI into enterprise workflows, with the judgment to distinguish high-value AI use cases from areas where automation may introduce risk
- Track record writing high-quality product requirements that create clarity for engineering, business stakeholders, and executive reviewers
- Proven track record owning a complex, cross-functional product portfolio from strategy through delivery and outcome measurement
- Demonstrated ability to ship integrations across systems you don't control, and to negotiate scope with their owners without escalating every time
- Comfort launching with deliberate manual gaps and a credible plan to close them
- Strong written communication skills, producing documents that engineering, business, and executives can evaluate
- Judgment to operate unsupervised on scope and sequencing, and to know which decisions belong to a sponsor
- Strong operator mindset: comfortable holding accountability for outcomes across organizational boundaries
