Full-Time VP, Customer Excellence Product Management & Strategy

About the Customer Excellence Group at ServiceNow

ServiceNow’s worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success.

About the Position

The VP, Product Management & Portfolio Strategy will define the vision, strategy, and roadmap for the entire Customer Excellence product portfolio.

Responsibilities

• Define the long-term product strategy and portfolio vision for Customer Excellence.
• Lead the development and execution of the product roadmap across Expert Services, Impact, Accelerators, and digital/AI-led offerings.
• Build, lead, and develop a world-class product organization.
• Own pricing, packaging, monetization, and SKU architecture for all CEG offerings.
• Lead customer and market research programs.
• Define delivery methodologies and standards.
• Collaborate with Geo Leaders, Marketing, and Sales to drive GTM readiness.
• Oversee product lifecycle management.
• Serve as a thought leader representing the vision for Customer Excellence products.
• Drive adoption of new ways of working, embedding AI and automation into product design.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes.
• Proven commercial/consumer-grade experience leading product management, portfolio strategy.
• Experience scaling product portfolios in a large SaaS company.
• Demonstrated success driving strategy, roadmap development, lifecycle management.
• Experience leading digital, AI-enabled, or services productization initiatives strongly preferred.
• Strong commercial acumen, including pricing, packaging, and monetization experience.

Desired Skills / Qualifications

• 15+ years of experience in product management, portfolio strategy, and related product leadership roles.
• Proven experience having built and delivered consumer-grade software, platform products.
• Experience building and leading high-performing, diverse product organizations.
• Visionary and strategic mindset.
• Deep customer empathy and strong instincts for product-market fit.
• Highly collaborative with excellent influence and partnership skills
• Strong financial, analytical, and commercial skills.
• Exceptional communication and executive storytelling capabilities.

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