Principal Product Manager - WEM Analytics and Planning at ServiceNow in Santa Clara, California, United States

Job 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. Our customers span across industries, and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to the 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 breed engagement solutions.
• 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:
• 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)
• 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.

Responsibilities

• 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.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 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.
• FD21

Skills

Required

• Product management
• Enterprise/SaaS product development
• Workforce Engagement Management (WEM)
• Contact center operations
• Scheduling and forecasting
• Real-time monitoring
• Coaching and skill management
• Team performance management
• AI-driven product judgment
• UX collaboration
• Engineering collaboration
• Data/AI team collaboration

Benefits

• For positions in this location, we offer a base pay of $166,500 - $291,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.