Sr Dir, Product Mgmt - CPQ

Sr Dir, Product Mgmt- CPQ

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

We are currently looking for a Senior Director, Inbound Product Manager focused on Configure Price Quote for our Sales CRM business. This role will include the full scope of product management from vision, product strategy (with a focus on AI everywhere), roadmap, execution, and support of GTM through adoption and customer success.

The CPQ product is part of the CRM and Industry business unit at ServiceNow. This role works and collaborates cross-functionally with Design, Research, Engineering, Content, Outbound PM, Product Marketing, Solutions Sales and other Product leaders to define and build the capabilities to power the next generation of the CRM and Industry Agentic AI solutions.

We're looking for an experienced product leader that wants to apply disruptive thinking to the way people view front and back office applications.

What you get to do in this role:

The Senior Director will lead product strategy and inbound product management. You will also work cross-functionally with Engineering, Product Design, Research, Outbound Product Management, Support, Training, Product Marketing, and Sales.

• Drive Product Strategy

  • Research and discover customer pain points, problems and use cases that can be solved by CRM and Industry solutions. Explicitly document use cases and detailed requirements including customer examples.

  • Develop business cases for investment and present recommendations to senior leadership to inform product strategy and roadmap.

  • Adopt an AI first approach to solve real problems and drive value for our customers

  • Build and refine a backlog of validated ideas into clear MVPs and differentiated capabilities.

  • Explore inorganic approaches (e.g., partnerships, integrations, acquisitions) that accelerate value delivery.

• Execute Planning and Releases

  • Partner with engineering and UX to bring CRM agentic workflows to life.

  • Write clear and actionable product requirements and solution designs that efficiently and accurately inform design and development.

  • Validate designs and prototypes with customers and partners.

  • Collaborate with other ServiceNow product teams on cross-dependencies.

  • Manage and track release execution, manage risks, and ensure high-quality delivery.

• Product Enablement and Success

  • Collaborate with outbound PMs to define enablement strategy and content.

  • Partner with marketing, enablement, and customer success to drive adoption.

  • Develop collateral and positioning that define the "whole product/solution."

  • Support pricing, packaging, and licensing strategies in collaboration with GTM teams.

• Champion the Customer

  • Work closely with Outbound PM and Customer Success to facilitate Customer Advisory Board (CAB) and Product Advisory Council (PAC) Meetings.

  • Drive design partnerships with strategic customers across industry verticals.

  • Engage with sales reps, managers, and operations teams to champion the product and to understand how it is used in the field.

  • Identify GTM and customer adoption challenges.

  • Act as the voice of customer throughout the product lifecycle.

Qualifications

To be successful in this role you have:

• 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 CRM and enterprise software products (e.g. salesforce automation, CPQ, order management, PRM, eCommerce, subscription management).
• Exposure to building AI-driven product capabilities is a strong plus.
• Experience building software products on a platform.
• Excellent prioritization skills with the ability to say "no" while driving clarity on "why."
• Proven ability to transform requirements into roadmaps, balancing strategy with execution.
• Strong written and verbal communication skills to internal and external audiences including senior executives and sponsors.
• Curiosity about customer needs and a track record of building customer-centric solutions.
• Experience with Agile/Scrum practices; certification not required.
• Ability to think critically, thrive in ambiguity, and influence without authority.
• Willingness to travel.

JV20