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Salary: USD 166,500 - 291,400 / annual
ServiceNow's Service CRM team is seeking a Principal Product Manager (IC4) to own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers. This role focuses on real-time monitoring of channels (voice and chat), intraday operations and optimizations, scheduling and forecasting, coaching and skill management, and team performance monitoring and analytics.
You will define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels, including demand forecasting, schedule optimization, intraday management, and real-time adjustments in response to volume variability. You'll build real-time operational monitoring capabilities that provide supervisors with actionable visibility into queues, SLAs, adherence, capacity, and service risk across channels. The role involves designing coaching and skill management workflows that connect performance signals to targeted coaching actions and measurable improvement for agents and teams.
You will deliver team performance management experiences that balance customer outcomes, agent experience, and operational efficiency through role-based dashboards, insights, and guided actions. Partner closely with UX, engineering, and data/AI teams to ship scalable, enterprise-ready WEM capabilities with strong product craftsmanship and reliability at scale. Apply sound AI product judgment, ensuring transparency, explainability, and human-in-the-loop controls for AI-assisted recommendations and automation. Engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes from deployed WEM capabilities.
ServiceNow's product managers operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to customers through governed AI and agentic workflows. Modern WEM is being reshaped by AI—forecasting and staffing must increasingly account for digital/AI deflection and bot-to-human escalations, and supervisors need real-time guidance to respond to volatility across channels.
REQUIREMENTS:
- 8+ years of experience building and delivering enterprise or SaaS products, with at least 4+ years in a product management role owning end-to-end execution
- Proven experience building and deploying Workforce Engagement Management (WEM) capabilities for contact centers within a CRM omnichannel environment
- Strong hands-on expertise across scheduling and forecasting, real-time monitoring of channels, coaching and skill management, and team performance management for contact center operations
- Deep understanding of contact center operations, including omnichannel demand patterns, workforce constraints, supervisor workflows, and operational KPIs
- Demonstrated experience working closely with UX, engineering, and data/AI teams to deliver scalable, enterprise-ready capabilities
- Strong product judgment when applying AI-driven solutions, with focus on explainability, trust, and human-in-the-loop decision making
- Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive adoption of complex operational products
- Experience working directly with customers, sales, and engineering, preferably in North America or Europe
- Excellent written and verbal communication skills
- Experience leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
- Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during early career stages is advantageous
