Remote Senior Lead Product Manager - ITSM & AI Ops

Humana; Washington (District of Columbia); Remote; USD 126,000 - 174,000; Full time

Benefits offered by this job

Bonus incentive plan

Competitive benefits

Remote-friendly

Job summary

Humana is seeking a seasoned Product Owner to lead the Service Operations portfolio, including Incident, Major Incident, Problem, and Knowledge Management. The role combines strategic leadership with hands-on backlog management, writing user stories and acceptance criteria, and guiding delivery across multiple products and cross-functional teams.

Responsibilities include driving ServiceNow enhancements, aligning with business priorities, measuring success, and enabling AI-driven automation while

Qualifications

• Bachelor's degree in IT, CS, Engineering, Business Admin or related field.
• 12+ years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Proven experience as Product Owner/Manager with strategy, roadmap, backlog ownership, requirements, and feature delivery.
• Deep ServiceNow product experience including platform strategy, workflow design, and lifecycle management.
• Experience leading products in Incident, Major Incident, Problem, or Knowledge Management.
• Experience influencing senior stakeholders and leading cross-functional teams in a matrixed org.

Responsibilities

• Own the Service Operations product portfolio across Incident Management, Major Incident Management, Problem Management, and Knowledge Management.
• Drive ServiceNow platform enhancements, upgrades, and capabilities across the portfolio.
• Lead backlog and feature definition, including writing user stories and acceptance criteria.
• Align product with business priorities, user needs, operational risks, and OKRs.
• Evaluate generative/agentic AI, automation, and intelligent workflows to improve efficiency and incident response.
• Collaborate with engineering, operations, security, risk, audit, and stakeholders to translate needs into scalable processes.
• Establish success measures and reporting for incident reduction, knowledge adoption, and automation.
• Lead products from discovery to enterprise launch, adoption, and lifecycle management.
• Influence senior stakeholders through data-driven recommendations and business outcomes.

Skills

Product management

Product ownership

Stakeholder influence

Agile methodologies

Technical aptitude

Education

Bachelor's degree in IT/CS/Engineering or related field

Tools

ServiceNow

Job description

Humana is seeking a seasoned Product Owner to lead the Service Operations portfolio, including Incident, Major Incident, Problem, and Knowledge Management. The role combines strategic leadership with hands-on backlog management, writing user stories and acceptance criteria, and guiding delivery across multiple products and cross-functional teams.

Responsibilities include driving ServiceNow enhancements, aligning with business priorities, measuring success, and enabling AI-driven automation while