Staff Inbound Product Manager - User Experience Platform
ServiceNow
- San Diego, CA
- Permanent
- Full-time
- Establish product vision & strategy
- Define roadmap, requirements & product success metrics
- Develop and test innovative product ideas through product experiments, validate assumptions/prototypes with customers
- Enable outbound PMs, Support & Docs teams
- Understand how customers are using the product, pains & gains
- Own detailed competitive analysis for their feature/product
- Define product vision and strategy, user/buyer personas and use cases for platform building blocks
- Collaborate with Customers, Researchers, and Designers on developing and testing innovative product ideas
- Validate and refine product designs/early product offerings through Design Partner Program, PAC, and with other customers directly
- Own product feature-based competitive analysis
- Continually define and groom epic and story product roadmap with 3-4 release horizon
- Engage stakeholders on necessary inputs for product strategy & roadmap, get buy-in, manage communications, expectations and dependencies
- Gather, prioritize and define requirements (while actively grooming backlog) into executable epics and user stories for engineering
- Establish and maintain relationships with the other BUs to evaluate and manage cross-BU dependencies (both from and to the BU and for features and mandates)
- Create product/feature plans for each release, including acceptance criteria, use cases, success metrics, etc.
- Collaborate with engineering team on release mgmt.: understand status, risks, dependencies and help address risks and resolve issues
- Create base documentation (content and features and delta docs) and enable Outbound PM, Support and Docs team
- Help with press and analyst briefings as needed
- Manage the feedback loop from App BU teams and customers
- Define key product success metrics and ensure they are instrumented & reviewed
- Understand how customers are using the product, gains & pains, reasons for low usage
- Know top 3-5 customers intimately, their specific use cases, gains & pains
- Understand use cases by BU to better serve internal customers
- 7+ years of professional experience in product management – at least 5 years in SaaS.
- Strategic mindset: able to drive product strategy that achieves strong customer value and business outcomes; able to make trade-off decisions considering what’s desirable, viable and technically feasible
- Technically savvy with experience working with developers and designers to craft delightful customer experiences
- Strong prioritization skills and the discipline to focus on high impact activities.... to do this, you must be good at saying, 'no' and having folks accept it.... to do this, you must be good at articulating how prioritized initiatives will benefit them
- Top notch written and oral communication skills
- Demonstrated experience in gathering, defining and effectively capturing product requirements and transforming them into an actionable product roadmap
- Customer focus: has deep curiosity about customer needs, as well as a track record in building strong customer relationships and delivering customer-centric solutions
- Insights development: empathetic around customer problems, able to distill insights into the right product answer and create insightful narrative from customer feedback
- Facilitative leadership skills: can use marketing, product, and business knowledge to inform decisions and communicate effectively with/ influence internal and external parties
- Exceptional problem-solving and analytical skills and a proven process of data-validated, hypothesis-driven, experiment-tested decisions
- Has a track record of productive collaboration with engineers, designers, and other product managers and enjoys working in a highly collaborative environment
- Passion for design thinking, product management best practices and shaping the future of how enterprises will collaborate
- Knowledge of the ServiceNow platform and current applications portfolio is a huge plus.
- Understanding of contemporary software delivery methodologies.