Product Strategy Sr Manager
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Job Description
About the team:
The Connected Customer Experience (CCx) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCx spans support, learning, and success experiences, built on the ServiceNow AI Platform.
About the role:
As Product Strategy Senior Manager, you will serve as a senior individual contributor who shapes the product strategy for CCx digital customer experiences across support, learning, and success. You will translate customer insight, market trends, product data, and leadership priorities into a clear strategic direction, compelling strategy documents, and aligned roadmaps.
In this role, you will combine strategic thinking with hands-on product strategy—developing strategy documents and executive presentations, shaping roadmaps and business cases, and ensuring timely follow-through. You will engage directly with customers and senior leaders, exercise strong judgment in sensitive and ambiguous situations, and influence product and business decisions through evidence-based insights. Success requires exceptional written and verbal communication, analytical rigor, operational discipline, executive presence, and the ability to deliver measurable outcomes in a fast-moving, matrixed environment.
What you get to do in this role:
This role connects strategy, customer perspective, product direction, and execution at scale. You will partner across product, engineering, design, customer operations, and communications to turn complex inputs into aligned plans, decision-ready insights, and effective customer and executive engagements.
• Digital CX product strategy—define and evolve the multi-year product strategy for CCx digital experiences across support, learning, and success, including self-service, AI-powered and autonomous support, and personalized customer journeys. Integrate customer feedback, engagement signals, product inputs, and leadership perspectives into CCx Product Strategy and recurring intelligence and decision-ready insights; identify evidence gaps, recurring themes, product implications, and decisions required.
• Customer engagement and executive experiences—shape the strategy and content for customer forums and executive briefings that inform and validate product direction; facilitate discussions and present directly to customers when appropriate.
• Market and customer insight—run competitive and market analysis, size opportunities, and use customer research and usage data to identify where to invest and where to stop.
• Strategy development and storytelling—independently author strategy documents, executive PowerPoint presentations, roadmaps, and business cases that articulate vision, priorities, tradeoffs, and investment needs, from problem framing through executive review.
• Decision support and influence—apply sound judgment and analytical rigor to recommend priorities, shape product and business decisions, surface tradeoffs, and drive alignment across senior stakeholders without direct authority.
• Outcomes and measurement—define success metrics for the digital CX strategy, such as customer effort, self-service and case deflection rates, adoption, and customer satisfaction, and connect initiatives to company goals.
• AI-enabled ways of working—embed AI into research, synthesis, planning, content development, program execution, and measurement while applying appropriate judgment and quality controls.
Requirements
Department: IT
Function: Strategy/Planning
Experience Level: Not Applicable