[Hiring] Principal Product Manager @ServiceNow

Role Description

ServiceNow’s Service CRM 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 consumer grade experience to agents as to end users.

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:

• Real-time Monitoring of Channels including native Voice and Chat channels
• Intraday Operations and Optimizations
• Scheduling & Forecasting (WFM)
• Coaching & Skill Management
• Monitoring & Managing Team Performance (analytics + execution loops)

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

What you get to do in this role:

• Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers.
• Define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels.
• 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.
• Deliver team performance management experiences that balance customer outcomes, agent experience, and operational efficiency.
• Partner closely with UX, engineering, and data/AI teams to ship scalable, enterprise-ready WEM capabilities.
• Apply sound AI product judgment, ensuring transparency, explainability, and human-in-the-loop controls for AI-assisted recommendations.
• Engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes.

Qualifications

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
• 8+ years of experience building and delivering enterprise or SaaS products, with at least 4+ years in a product management role.
• Proven experience building and deploying Workforce Engagement Management (WEM) capabilities for contact centers.
• Strong hands-on expertise across scheduling and forecasting, real-time monitoring of channels, coaching and skill management, and team performance management.
• Deep understanding of contact center operations, including omnichannel demand patterns and operational KPIs.
• Demonstrated experience working closely with UX, engineering, and data/AI teams.
• Strong product judgment when applying AI-driven solutions.
• Ability to work directly with enterprise customers to gather requirements and validate solutions.
• Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe.
• Excellent written and verbal communication skills.
• High energy, self-starter with an aptitude for learning new technologies.
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps is considered advantageous.

Requirements

• For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity, variable/incentive compensation, and benefits.
• Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure.
• Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP and matching donations.
• Flexible time away plan and family leave programs.