Senior Director, Product Strategy- CX Ecosystem

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.

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

Job Description

The Customer and Industry Workflows business unit products enable organizations to harness the power of the whole company to serve the customer. Our products - Industry specific products for Telecommunications, Financial Services, Healthcare, and Manufacturing verticals, along with Customer Service Management (CSM) and Field Service Management – drive great customer experiences by delivering great omni-channel customer engagement and uniting the front, middle, and back office to help teams resolve issues faster.

Product Strategy is key to helping us scale our GTM as we continue to be one of the fastest growing business units at ServiceNow. Product strategy combines a deep understanding of product capabilities and market / competitive dynamics with a passion to inform and influence our roadmap and help our GTM, partner and customer ecosystem understand the value delivered.

This role will report to the VP Outbound PM and lead a team to both define and execute our technology ecosystem strategy which is the buy and partner portion of our overall build, buy or partner product strategy. Additionally, this role will be responsible for our customer programs and our competitive intelligence efforts.

What you get to do in this role: 

• Define our overall technology partner, technology integrations, M&A and investment strategy and get buy-in from our respective business product leaders and business area SVP/General Manager.

• Define and execute our technology partner goals and operating cadence including recruiting and maintaining critical ISV partner relationships including OEMs while working with our supporting corporate technology alliances organization.

• Define and execute technology integrations prioritization, budgeting, development and releases working with the respective CIWF product teams, contract development partners, application engineering and platform integration organization 

• Define and execute our formal product customer programs initiatives including our flagship Product Advisory Councils program for our respective products

• Define and execute a competitive intelligence strategy to both conduct secondary research and aggregate information from across the product teams to inform a holistic competitive strategy 

• Work with leadership define and execute and M&A and investment strategy working with corporate development 

Qualifications

To be successful in this role, we need someone who has: 

• 12+ years of experience in enterprise software (Product Strategy, Product Management, or similar) 

• 6+ years of experience leading teams in large scale organizations and interacting across multiple product teams in a portfolio plus corporate functions such as technology alliances, corporate development and product marketing 

• Demonstrated experience successfully executing technology partnerships and corporate development activities.

• Detailed knowledge of CRM market and domain, customer service a plus

• Great communication skills, to listen to stakeholders and to convey critical ideas to all levels of the organization

• Proven ability to influence cross-functional teams without formal authority

• Have demonstrated the ability to solve complex problems

• Be willing to travel up to 20% of the year.

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

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Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.

Flexible 

A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.

Remote

A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.