Personalization Product Manager, Digital Experience

Full-Time Anywhere

Job Description

What you get to do in this role:

Job Summary

The Digital Experience organization enables and measures the unified customer journey, intelligently empowering customers through ServiceNow’s ecosystem of products. We are using Engineering, Data Science/Analytics, and Machine Learning/AI to do five core jobs for our customers:

(1) Unify the customer journey through data and messaging;

(2) Automate channels for connecting with prospects and customers;

(3) Personalize digital platforms and products;

(4) Measure across the customer life-cycle;

(5) Promote innovation and product development at a low-cost.

As the Product Manager for Personalization, you will guide important Machine Learning/AI and Data Science programs from creation through execution. You will focus on building ML/AI-based products for providing acquisition marketing recommendations and customer lifecycle personalization recommendations (e.g. upsell, cross-sell). This is a rare opportunity to make a foundational impact on ServiceNow’s go-to-market strategy and deliver personalization at scale on ServiceNow.com and its top domains.

Keys to Success:

A passion for building great user experiences end-to-end
Devise and design solutions using data driven insights, and drive them through completion, to address those needs
Define requirements, user experience and functional specifications for personalized experiences
Growth mindset
Ability to lead and influence partners as well stakeholders
Planning:

Define product vision and strategy that aligns to digital priorities and is informed by quantitative insights, customer pain points, and opportunities for improvement.
Translate strategy into product roadmap with multi-quarter horizon (ultimately a 3+yr strategy)
Define key product success metrics, ensure they are instrumented, and lead with data driven insights.
Develop an experimentation plan to test, learn and iterate
Collaborate with Research, Design, Copy, Analytics, Engineering, Localization, Accessibility, SEO, and other ServiceNow stakeholders to ensure strategy reflects cross-functional perspectives and priorities.
Drive Execution:

Lead the planning, scoping, and prioritization for your product to achieve customer and business goals.
Deliver seamless digital user experiences across the touchpoints of your customer journey.
Gather, prioritize, define, and translate requirements into executable epics and features.
Manage and own the product lifecycle end-to-end, including data monitoring, experience iterations and stakeholder feedback loop.
Communication:

From intake through launch, be the main point of contact for internal and external stakeholders for your product area.
Establish and maintain relationships with Product Managers across all scrum teams, to evaluate and manage dependencies.
Create and maintain documentation – product area lifecycle management guidelines, product strategy deck, stakeholder list, KPIs, etc..
Represent the team with partners and senior company leaders to align resources and prioritization.
Qualifications
To be successful in this role you have:

A passion for building great user experiences end-to-end
Minimum 2 – 4 years of experience working as a Product Manager in a B2B enterprise software environment.
Devise and design solutions using data driven insights, and drive them through completion, to address those needs
Define requirements, user experience and functional specifications for personalized experiences
Growth mindset
Ability to lead and influence partners as well stakeholders. Collaborative & partnership skills, work as team player with diverse teams to drive business outcome.
Big picture thinking combined with business acumen & critical thinking
Strong oral & written communications skills, ability to articulate business implications
Self starter and disciplined
Play the role of mediator / facilitator influencer with your stakeholders, between product, sales, expert services.
Experience in a Professional Services environment engaging with executive stakeholders, Architects and extended program teams
Ability to learn technology quickly through instruction and self-training
Ability to work in an international, fast-growing environment

To apply for this job please visit jobs.smartrecruiters.com.