Principal Product Manager – WEM Analytics, Planning

🔥 6 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $166.5k - $291.4k / year

⏰ Full Time

🔴 Lead

✅ Product Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Own product strategy and execution for Workforce Engagement Management capabilities in CRM omnichannel contact centers • Define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels • Develop demand forecasting, schedule optimization, intraday management, and real-time adjustments for volume variability • Build real-time operational monitoring for queues, SLAs, adherence, capacity, and service risk across channels • Design coaching and skill management workflows connecting performance signals to coaching actions and skill development • Deliver team performance management experiences with role-based dashboards, insights, and guided actions • Partner with UX, engineering, and data/AI teams to ship scalable, enterprise-ready WEM capabilities • Apply AI product judgment with transparency, explainability, and human-in-the-loop controls • Engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes

🎯 Requirements

• Experience leveraging or critically thinking about integrating AI into work processes, decision-making, or problem-solving • 8+ years of experience building and delivering enterprise or SaaS products • 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 channel monitoring, coaching and skill management, and team performance management • Deep understanding of contact center operations, including omnichannel demand patterns, workforce constraints, supervisor workflows, and operational KPIs • 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 adoption of complex operational products • Experience working directly with Customers, Sales, and Engineering, preferably in North America or Europe • Excellent written and verbal communication skills • High energy, self-starter with aptitude for learning new technologies • Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps is advantageous

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or remote work persona

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