ServiceNow

Compensation

Full Description

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The VP, Product Management & Portfolio Strategy will define the vision, strategy, and roadmap for the entire Customer Excellence product portfolio. This executive will lead the evolution of CEG offerings, ensuring ServiceNow delivers an industry-leading portfolio that drives customer value, adoption, and business growth. • Define the long-term product strategy and portfolio vision for Customer Excellence, with a focus on innovation, customer value, and differentiation in an AI-native world. • Lead the development and execution of the product roadmap across Expert Services, Impact, Accelerators, and digital/AI-led offerings, ensuring scalability, adoption, and global alignment. • Build, lead, and develop a world-class product organization, elevating performance standards and fostering a culture of innovation, collaboration, and customer-centricity. • Own pricing, packaging, monetization, and SKU architecture for all CEG offerings in partnership with Finance, Pricing, Sales. • Lead customer and market research programs to identify customer needs, competitive positioning, whitespace opportunities, and future-state trends. • Define delivery methodologies and standards that ensure consistent, scalable, and profitable execution of all offerings globally. • Collaborate with Geo Leaders, Marketing, and Sales to drive GTM readiness, launch excellence, and global adoption of CEG offerings. • Oversee product lifecycle management, including performance insights, enhancement prioritization, and next-generation transitions. • Serve as a thought leader representing the vision for Customer Excellence products across the organization, influencing executives and cross-functional stakeholders. • Drive adoption of new ways of working, embedding AI and automation into product design, decisions, and delivery. Qualifications • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. • Proven commercial/consumer-grade experience leading product management, portfolio strategy, or GM-style product ownership for large-scale, high-growth technology businesses. • Experience scaling product portfolios in a large SaaS company, ideally including exposure to consumer-grade product experiences. • Demonstrated success driving strategy, roadmap development, lifecycle management, and cross-functional alignment in complex global organizations. • Experience leading digital, AI-enabled, or services productization initiatives strongly preferred. • Strong commercial acumen, including pricing, packaging, and monetization experience. • Champion a culture where people are empowered to lead, innovate, and make customer-centered decisions that drive meaningful business outcomes. Requirements • 15+ years of experience in product management, portfolio strategy, and related product leadership roles in a high-growth, large-scale technology business. • Proven experience having built and delivered consumer-grade software, platform products, ideally in a customer success, customer excellence organization. • Experience building and leading high-performing, diverse product organizations. • Visionary and strategic mindset with the ability to define category-shaping product strategies and long-term product direction. • Deep customer empathy and strong instincts for product-market fit, experience design, and customer value. • Highly collaborative with excellent influence and partnership skills. • Strong financial, analytical, and commercial skills; able to connect strategy to business outcomes. • Exceptional communication and executive storytelling capabilities. • Excellence in cultural leadership, driving adoption of innovation, new mechanisms, and elevated performance standards. • Ability to thrive in a fast-paced, high-growth, AI-native environment. • Open to travel and frequent collaboration with global leaders across various timezones. Benefits • Base pay of $274,100 - $465,900, plus equity (when applicable), variable/incentive compensation and benefits. • Competitive On Target Earnings (OTE) incentive compensation structure for sales positions. • Health plans, including flexible spending accounts. • 401(k) Plan with company match. • Employee Stock Purchase Plan (ESPP) and matching donations. • Flexible time away plan and family leave programs.