Senior Product Manager - Workforce Engagement Management for CRM Omnichannel Contact Centers

Staff Inbound Product Manager - CRM Contact Center Omni-Channel - Workforce Engagement Management

Company Description

Company:  

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.® 

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. 

Team: 

ServiceNow’s Customer Service Management team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end to end solutions that are as much focused on providing a consumer grade experience to agents as to end users. Our customers span across industries and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best of breed engagement solutions. 

Job Description

Role: 

We are executing a holistic Customer Engagement strategy to deliver best‑in‑class outcomes for customers and agents. As a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain, you will own product strategy and execution across the following capability areas: 

• Scheduling & Forecasting (WFM) 
• Coaching & Skill Management 
• Real‑time Monitoring of Channels (intraday operations) 
• Monitoring & Managing Team Performance (analytics + execution loops) 

Product managers at ServiceNow operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work. 

This role requires a unique blend of customer empathy, operational rigor, strong product craftsmanship, and AI‑driven product judgment. 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.  

Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation. 

What you get to do in this role 

• Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, with primary focus on scheduling & forecasting, real‑time channel monitoring, coaching & skill management, and team performance management. 
• 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. 
• Build real‑time operational monitoring capabilities that provide supervisors with actionable visibility into queues, SLAs, adherence, capacity, and service risk across channels. 
• Design coaching and skill management workflows that connect performance signals to targeted coaching actions, skill development, and measurable improvement for agents and teams. 
• 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. 

Qualifications

To succeed in this role, we seek someone who has: 

•  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 the adoption of complex operational products. 
• Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe 
• Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels. 
• High energy, self-starter with an aptitude for learning new technologies 
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous. 

 

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Experience Level

Senior Level