Principal Inbound Product Manager - Now Engage

We’re not yesterday’s IT department, we're Digital Technology. The world around us keeps changing and so do we. We’re redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth. We’re all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow’s journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.  Ultimately, we strive to make the world work better for our employees and customers—when you work in ServiceNow Digital Technology, you work for them. As a Principal Product Manager, you will own the Now Engage platform end to end — a ServiceNow platform serving customers, partners, and employees who support customers. Now Engage is central to how ServiceNow helps customers achieve value quickly, with a commitment to measurable time to value within the first 100 days. You will partner closely with business, engineering, product, architecture, and senior stakeholders to define the roadmap, shape AI-driven capabilities, and deliver high-impact platform experiences that accelerate adoption and improve fulfillment, support, and growth outcomes.  As a Technical Product Manager, you will drive the platform, tools, and technologies that power ServiceNow's post-sale customer success experience. You will help consolidate fragmented tooling, create a real-time view of the customer, surface AI-driven insights, and build AI-native workspace and agent experiences that improve outcomes for customers, partners, employees, and the business. As the product and technology partner to Customer Success, you will operate with transparency, urgency, and strong product judgment, making clear roadmap tradeoff decisions and aligning teams around measurable business impact.  You will bring business and technical acumen to the role — fluent in system design, architecture, data flows, integrations, and AI/ML concepts — enabling you to partner credibly with engineering, challenge assumptions, and write product requirements that teams can execute. This is a high-visibility, high-accountability role that requires strong stakeholder management, product sense, and the ability to ship internal and partner-facing tools from concept through launch and adoption. Success will be measured by customer time to value, customer adoption, and the quality of execution against roadmap priorities.  Key Responsibilities  • Product Strategy & Roadmap: Own the Now Engage product strategy and roadmap, including AI-native workspace, SPM integration, and agent capabilities.  • Execution & Delivery: Drive product requirements, prioritization, delivery, adoption, and outcome measurement across complex platform initiatives.  • Executive & Stakeholder Alignment: Partner with senior leaders, business stakeholders, engineering, product, and architecture to align on priorities, tradeoffs, and impact.  • Platform & Technical Depth: Apply strong technical judgment across system design, integrations, data flows, workflows, and AI-enabled capabilities.  • AI Innovation: Identify practical AI opportunities that improve customer visibility, fulfiller productivity, platform intelligence, and time to value.  To be successful in this role you have: • 12+ years of product management experience, including experience owning complex internal platforms, employee-facing tools, partner-facing tools, delivery/PSA tooling, or enterprise workflow products  • Experience shipping products or platforms used by employees, internal teams, partners, or other enterprise users, with an understanding of the business process complexity behind internal tooling  • Strong technical depth in system design