Program Manager

Job Summary

Job description

ServiceNow’s Partner Portal supports thousands of partners across multiple partner types and is central to how they engage, transact, and grow their business with ServiceNow.

As Product Manager, you will help shape the future of ServiceNow’s partner experience by defining intelligent, scalable capabilities that make it easier for partners to do business with us. You will set product direction, translate partner and business needs into clear priorities, and work closely with engineering, design, and partner-facing teams to deliver AI-enabled experiences that simplify complex workflows, improve self-service, and drive measurable partner outcomes.

What you’ll do

• Own the product vision and roadmap for AI-enabled partner experiences across digital self-service journeys
• Identify, define, and prioritize capabilities that reduce friction across high-value partner workflows and improve partner productivity
• Translate partner pain points, business priorities, and operational needs into clear product requirements in close partnership with partner-facing teams, design, engineering, and leadership
• Partner with engineering to evaluate technical approaches, assess feasibility, and make pragmatic build decisions that balance speed, quality, scalability, and user impact
• Define experiences that adapt to different partner types, roles, permissions, and workflows while maintaining a simple, consistent user experience
• Establish success metrics that measure partner adoption, task completion, workflow efficiency, self-service effectiveness, and overall partner outcomes
• Define and manage a phased rollout strategy that validates value, builds trust, and incorporates partner feedback before scaling capabilities broadly
• Navigate cross-functional dependencies across partner programs, data, platform capabilities, AI governance, and operational teams
• Champion partner trust and adoption through transparent AI behavior, reliable product experiences, clear enablement, and thoughtful change management

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Preferred qualifications

• Experience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scale
• Background in partner-facing or channel products-partner portals, PRM, deal registration, or partner self-service
• Familiarity with RBAC, multi-tenant data isolation, and content governance in enterprise platforms
• Experience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automation
• Understanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) work
• Bachelor’s degree in computer science, a related technical field, or equivalent practical experience

Key Responsibilities

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Skill Requirements

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Other Requirements

Preferred qualifications

• Experience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scale
• Background in partner-facing or channel products-partner portals, PRM, deal registration, or partner self-service
• Familiarity with RBAC, multi-tenant data isolation, and content governance in enterprise platforms
• Experience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automation
• Understanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) work
• Bachelor’s degree in computer science, a related technical field, or equivalent practical experience