Staff Inbound Product Manager - CRM Contact Center and Omni-Channel at ServiceNow

About the Role

We are executing on a holistic Customer Engagement strategy to deliver best in class experience for end users. As the product manager for this topic, you will be responsible for delivering capabilities for customers and agents on chat and messaging channels.

Key Responsibilities

• →Research on the given problem and capture requirements in clearly articulated Product Definition documents
• →Represent the customer's voice to the technology and user experience design team
• →Balance strategy with execution – Maintain the roadmap for your products
• →Influence teams through vision and passion to deliver on timelines
• →Translate product strategy into product capabilities and manage them from concept to delivery
• →Create compelling market validated use cases & lead ideation
• →Collaborate with researchers and designers on defining and testing innovative ideas
• →Validate product designs and prototypes with customers, enterprise stakeholders and prospects
• →Create storyboards and wireframes to effectively communicate functional specs
• →Create feature plans for each release, including acceptance criteria, use cases, etc.
• →Collaborate with engineering on release management
• →Prepare, maintain and evangelize the product roadmap for both short-term and long-term releases
• →Effectively work with Sales, Marketing, Services, Support for enablement
• →Collaborate with the central pricing team and provide recommendations to the Pricing Committee
• →Implement packaging definitions in the product and build necessary license
• →Engage with customers and partners to deliver roadmap updates, get product feedback, and identify additional challenges and opportunities.