资深产品经理 - WEM 分析与规划
Principal Product Manager - WEM Analytics and Planning
#### 公司简介
一切始于工程师Fred Luddy为他的同事Phyllis编写了一段代码，自动化了一个繁琐的任务。她感动得喜极而泣。那一刻启发了Fred创建一家公司，让每个人都能摆脱琐事，专注于有意义的工作。如今，ServiceNow是企业重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一个以AI为核心的组织文化，让技术和人才协同无阻。而我们才刚刚开始。
加入我们，让AI为人们服务。
#### 职位描述
ServiceNow的Service CRM团队通过无缝且互联的方式，推动客户体验的变革，实现前台、中台和后台客户流程的数字化。我们通过提供端到端的解决方案，帮助客户加速数字化转型，这些方案不仅关注代理人的用户体验，也关注终端用户。我们的客户覆盖多个行业，我们的目标是构建可即插即用并适应各领域需求的横向客户参与能力。该团队由经验丰富的热情产品经理组成，他们对客户体验技术有深入的领域知识，并帮助我们交付最佳的客户参与解决方案。
**职位**
我们正在执行一项全面的客户参与策略，以实现客户和代理的最佳成果。作为CRM全渠道客服中心领域中的Workforce Engagement Management（WEM）高级产品经理（IC4），您将负责以下能力领域的产品战略和执行：
- 渠道的实时监控，包括原生语音和聊天渠道
- 日内运营与优化
- 排班与预测（WFM）
- 培训与技能管理
- 团队绩效监控与管理（分析+执行循环）
在ServiceNow，产品经理在市场机会、客户体验设计、技术开发以及为客户创造价值之间进行协调——现在越来越多地通过受控AI和嵌入到工作中的代理流程来实现。
此职位需要具备独特的客户同理心、严谨的运营思维、强大的产品工艺能力和基于AI的产品判断力。现代WEM正被AI重新塑造——预测和人员配置必须越来越多地适应这一趋势。
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#### Company Description
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
#### Job Description
ServiceNow’s Service CRM team is transforming customer experience by enabling digitization of customer workflows across the front, middle and back office in a seamless and connected manner. We are enabling our customers to accelerate their digital transformation by providing end-to-end solutions that are as much focused on providing consumer grade experience to agents as to end users. Our customers span across industries, and our goal is to build horizontal Customer Engagement capabilities that plug-n-play and adapt to the needs of the domains. The team consists of experienced and passionate product managers who have deep domain knowledge of customer experience technologies and help us deliver best breed engagement solutions.
**Role**
We are executing a holistic Customer Engagement strategy to deliver best‑in‑class outcomes for customers and agents. As a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain, you will own product strategy and execution across the following capability areas:
- Real‑time Monitoring of Channels including native Voice and Chat channels
- Intraday Operations and Optimizations
- Scheduling & Forecasting (WFM)
- Coaching & Skill Management
- Monitoring & Managing Team Performance (analytics + execution loops)
Product managers at ServiceNow operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work.
This role requires a unique blend of customer empathy, operational rigor, strong product craftsmanship, and AI‑driven product judgment. Modern WEM is being reshaped by AI—forecasting and staffing must increasingly account for digital/AI deflection and bot‑to‑human escalations, and supervisors need real‑time guidance to respond to volatility across channels.
Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.
**What you get to do in this role**
- Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, with primary focus on scheduling & forecasting, real‑time channel monitoring, coaching & skill management, and team performance management.
- Define and deliver AI‑driven forecasting and scheduling experiences across voice and digital channels, including demand forecasting, schedule optimization, intraday management, and real‑time adjustments in response to volume variability.
- Build real‑time operational monitoring capabilities that provide supervisors with actionable visibility into queues, SLAs, adherence, capacity, and service risk across channels.
- Design coaching and skill management workflows that connect performance signals to targeted coaching actions, skill development, and measurable improvement for agents and teams.
- Deliver team performance management experiences that balance customer outcomes, agent experience, and operational efficiency through role‑based dashboards, insights, and guided actions.
- Partner closely with UX, engineering, and data/AI teams to ship scalable, enterprise‑ready WEM capabilities with strong product craftsmanship and reliability at scale.
- Apply sound AI product judgment, ensuring transparency, explainability, and human‑in‑the‑loop controls for AI‑assisted recommendations and automation.
- Engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes from deployed WEM capabilities.
#### 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 and delivering enterprise or SaaS products, with 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 monitoring of channels, coaching and skill management, and team performance management for contact center operations.
- Deep understanding of contact center operations, including omnichannel demand patterns, workforce constraints, supervisor workflows, and operational KPIs.
- Demonstrated 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 the adoption of complex operational products.
- Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
- Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels.
- High energy, self-starter with an aptitude for learning new technologies
- Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous.
FD21
For positions in this location, we offer a base pay of **$166,500 - $291,400**, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
#### Additional Information
**Work Personas**
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. [Learn more here](https://careers.servicenow.com/life-at-servicenow#workpersonas). To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
**Equal Opportunity Employer**
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
**Accommodations**
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [globaltalentss@servicenow.com](mailto:globaltalentss@servicenow.com) for assistance.
**Export Control Regulations**
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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