Principal Product Manager, AI-Driven Workforce Engagement

Servicenow; Santa Clara (CA); In loco; USD 167.000 - 291.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health plans

401(k) Plan with company match

ESPP

Matching donations

Flexible time away plan

Family leave programs

Descrizione del lavoro

ServiceNow in Santa Clara, CA, seeks a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) within the CRM omnichannel contact center domain. You will own product strategy and execution across scheduling, forecasting, real-time monitoring, coaching, and team performance.

You will partner with UX, engineering, and data/AI teams to ship enterprise-ready WEM capabilities, ensure AI explainability, validate requirements with customers, and drive measurable business outcomes.

Competenze

• Experience integrating AI into work processes or decision-making.
• 8+ years delivering enterprise or SaaS products, with 4+ years in product management owning end-to-end execution.
• Proven experience building Workforce Engagement Management capabilities for CRM omnichannel contact centers.
• Strong expertise in scheduling/forecasting, real-time monitoring, coaching/skill management, and team performance management.
• Deep understanding of contact center operations, omnichannel demand patterns, and KPIs.
• Proven ability to collaborate with UX, engineering and data/AI teams to deliver scalable enterprise features.
• Strong product judgment for AI-driven solutions emphasizing explainability and human-in-the-loop decisions.
• Experience engaging directly with enterprise customers to validate requirements and drive adoption.

Mansioni

• Own product strategy and execution for WEM in CRM omnichannel contact centers; focus on scheduling, forecasting, real-time monitoring, coaching, and team performance.
• Define and deliver AI-driven forecasting and scheduling experiences across voice and digital channels.
• Build real-time monitoring capabilities for supervisors; provide visibility into queues, SLAs, and risk across channels.
• Design coaching and skill management workflows linking signals to coaching actions and skill development.
• Deliver dashboards and guided actions balancing customer outcomes, agent experience, and efficiency.
• Collaborate with UX, engineering, and data/AI teams to ship scalable, enterprise-ready WEM capabilities.
• Apply AI judgment with transparency and human-in-the-loop controls; validate with enterprise customers.

Conoscenze

AI in work processes

Enterprise SaaS product mgmt

WEM capabilities

Scheduling & forecasting

Real-time monitoring

UX/Engineering collaboration

AI explainability & human‑in‑the‑loop

Enterprise customer engagement

Descrizione del lavoro

ServiceNow in Santa Clara, CA, seeks a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) within the CRM omnichannel contact center domain. You will own product strategy and execution across scheduling, forecasting, real-time monitoring, coaching, and team performance.

You will partner with UX, engineering, and data/AI teams to ship enterprise-ready WEM capabilities, ensure AI explainability, validate requirements with customers, and drive measurable business outcomes.