Director, AI-Driven Retail CRM

ServiceNow; Santa Clara (CA); On-site; USD 221,000 - 387,000; Full time

Benefits offered by this job

Equity

Health plans

401(k) with company match

ESPP

Matching donations

Flexible time away

Family leave programs

Job summary

ServiceNow is seeking a Director of Product Management to lead inbound PMs for CRM for Retail built on the ServiceNow AI platform. You will define strategy, drive AI-native workflows, and align with customer needs while guiding cross-functional teams to deliver measurable business outcomes.

The role requires deep domain expertise in enterprise software, AI, and retail, plus a proven leadership track record to drive customer success and enterprise growth.

Qualifications

• Experience integrating AI into work processes or decision-making.
• Bachelor's degree in CS, business, or related field; MBA preferred.
• 15+ years in enterprise SaaS and AI product management; 5+ in leadership.
• Strong understanding of retail CRM processes and consumer experiences.

Responsibilities

• Define AI-native retail product strategy and roadmap.
• Lead a team of inbound PMs to shape product requirements and delivery.
• Align cross-functional teams to deliver measurable business impact.
• Mentor and grow the inbound PM team to foster innovation and execution.

Skills

AI in workflows

CRM for retail

Leadership

Executive communication

Education

Bachelor's in CS or related

MBA preferred

Tools

ServiceNow CRM

Job description

ServiceNow is seeking a Director of Product Management to lead inbound PMs for CRM for Retail built on the ServiceNow AI platform. You will define strategy, drive AI-native workflows, and align with customer needs while guiding cross-functional teams to deliver measurable business outcomes.

The role requires deep domain expertise in enterprise software, AI, and retail, plus a proven leadership track record to drive customer success and enterprise growth.