Remote Senior Lead Product Manager — ITSM & AI Ops

Humana; New York (NY); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus incentive plan

Job summary

Humana is seeking an experienced Product Owner/Manager to lead the Service Operations portfolio, focusing on Incident Management, Major Incident Management, Problem Management, and Knowledge Management. You will drive ServiceNow platform enhancements, define backlogs and user stories, and align initiatives with business priorities and organizational OKRs.

This role emphasizes collaboration with engineering, operations, security, and risk teams to translate operational needs into scalable

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
• 12+ years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Demonstrated experience serving as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery.
• Deep, Expert ServiceNow product experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
• Demonstrated experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority.

Responsibilities

• Own the Service Operations product portfolio spanning Incident Management, Major Incident Management, Problem Management, and Knowledge Management, ensuring alignment across teams, capabilities, and platform investments.
• Drive ServiceNow platform enhancements, integrations, upgrades, and product capabilities across the Service Operations portfolio.
• Lead product backlog and feature definition, including writing user stories, acceptance criteria, process requirements, and business outcomes for engineering and platform teams.
• Align product with business priorities, user needs, operational risks, technical feasibility, and organizational OKRs.
• Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows that improve operational efficiency and accelerate incident response and resolution.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to translate operational needs into scalable processes and platform capabilities.
• Establish success measures and reporting for incident reduction, resolution performance, repeat incident prevention, knowledge effectiveness, self‑service adoption, automation, and overall product value.
• Lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.
• Influence senior stakeholders and cross‑functional teams through clear product narratives, data‑driven recommendations, and measurable business outcomes.

Skills

Product ownership

ServiceNow

Incident Management

Problem Management

Knowledge Management

Stakeholder management

Backlog management

User stories

Education

Bachelor's degree in IT / CS / Engineering / Business / MIS

Tools

ServiceNow CSA

ServiceNow CIS

ServiceNow CAD

Job description

Humana is seeking an experienced Product Owner/Manager to lead the Service Operations portfolio, focusing on Incident Management, Major Incident Management, Problem Management, and Knowledge Management. You will drive ServiceNow platform enhancements, define backlogs and user stories, and align initiatives with business priorities and organizational OKRs.

This role emphasizes collaboration with engineering, operations, security, and risk teams to translate operational needs into scalable