Who you are

• 8+ years of overall experience, in product management including Strong understanding of product lifecycle management, agile delivery practices, requirement gathering, writing user stories, and managing backlogs
• 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
• Experience working with a distributed team
• Ability to serve as a team lead and coach employees at lower levels
• Experience building new products that use challenging algorithms
• Experience in delivering highly scalable services in the enterprise world
• Strong knowledge of core AI/ML techniques and algorithms
• Bias for Action even in ambiguous net new contexts
• Exceptional verbal and written communication skills with a collaborative and engaging approach
• Ability to interface effectively with customers and diverse roles across all organizational levels
• Analytical and data-oriented mindset to solve complex business problems and recommend continuous improvement initiatives
• Technical Skills: ServiceNow platform familiarity, particularly with Strategic Portfolio Management Now Support portal, and Now Assist

What the job involves

• We are seeking a highly experienced and visionary Self-Service Business Product Manager for our Technology and Services Team within Customer Support and Services (CSS)
• This role is pivotal in driving the strategy, development, and implementation of technology tooling, services and solutions to assist our organization’s initiatives in self-service, community, knowledge, content, case deflection and reduction
• This role requires a blend of support acumen, customer acumen, product thinking, and execution discipline. You will be expected to take ownership of capability areas, working closely with the Lead BPM, Technical Product Managers, design, and business partners to deliver experiences that enable speed, efficiency, and great user experience
• Strategic Leadership:
• Co-develop and drive execution of the strategic vision for support self-service capabilities, services and solutions in alignment with the company's overall strategy and the needs of CSS that will drive value to our stakeholders
• Collaborate with senior leadership to identify opportunities for integration across various business units
• Development and Maintenance:
• Oversee the design, development, and deployment of scalable capabilities, services and solutions
• Ensure the reliability, security, and performance of capabilities, services and solutions, enabling seamless integration with existing systems
• Project Management:
• Manage multiple projects, ensuring they are delivered on time, within scope, and within budget
• Establish clear project goals, timelines, and deliverables, while effectively communicating progress to stakeholders
• Innovation and Implementation:
• Stay abreast of the latest advancements in AI technologies, CSM and ITSM methodologies
• Drive the adoption of best practices across the organization
• Implement solutions that drive business value and enhance customer experiences
• Stakeholder Engagement:
• Partner with cross-functional teams to understand their needs and develop tailored solutions
• Present strategies and project updates to executive leadership and key stakeholders
• Governance and Compliance:
• Ensure all initiatives comply with relevant data privacy regulations and ethical standards

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time