VP, Customer Excellence Product Management and Portfolio Strategy

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

VP, Product Management & Portfolio Strategy

About the Customer Excellence Group at ServiceNow ServiceNow’s worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships, learn our customers’ businesses, and deliver value-based outcomes that make ServiceNow the best decision they ever made.

About the Position The VP, Product Management & Portfolio Strategy will define the vision, strategy, and roadmap for the entire Customer Excellence product portfolio. This executive will lead the evolution of CEG offerings- including Expert Services, Impact, Accelerators, digital/AI-powered solutions, and next-generation innovations- ensuring ServiceNow delivers an industry-leading portfolio that drives customer value, adoption, and business growth.

This leader will be responsible for shaping and articulating the future of Customer Excellence products in an AI-native world. They will guide portfolio choices, inform investment decisions, and build the mechanisms needed to scale offerings globally. They will partner deeply across Geo Leaders, Product (R&D), Marketing, Sales, and Finance to align roadmap priorities, drive GTM readiness, and ensure every offering has strong product-market fit and clear commercial impact.

They will lead and develop a high-performing team of product management and portfolio leaders, fostering an inclusive, innovative, and customer-obsessed culture.

Responsibilities

• Define the long-term product strategy and portfolio vision for Customer Excellence, with a focus on innovation, customer value, and differentiation in an AI-native world.
• Lead the development and execution of the product roadmap across Expert Services, Impact, Accelerators, and digital/AI-led offerings, ensuring scalability, adoption, and global alignment.
• Build, lead, and develop a world-class product organization, elevating performance standards and fostering a culture of innovation, collaboration, and customer-centricity.
• Own pricing, packaging, monetization, and SKU architecture for all CEG offerings in partnership with Finance, Pricing, Sales.
• Lead customer and market research programs to identify customer needs, competitive positioning, whitespace opportunities, and future-state trends.
• Define delivery methodologies and standards that ensure consistent, scalable, and profitable execution of all offerings globally.
• Collaborate with Geo Leaders, Marketing, and Sales to drive GTM readiness, launch excellence, and global adoption of CEG offerings.
• Oversee product lifecycle management, including performance insights, enhancement prioritization, and next-generation transitions.
• Serve as a thought leader representing the vision for Customer Excellence products across the organization, influencing executives and cross-functional stakeholders.
• Drive adoption of new ways of working, embedding AI and automation into product design, decisions, and delivery.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
• Proven commercial/consumer-grade experience leading product management, portfolio strategy, or GM-style product ownership for large-scale, high-growth technology businesses.
• Experience scaling product portfolios in a large SaaS company, ideally including exposure to consumer-grade product experiences.
• Demonstrated success driving strategy, roadmap development, lifecycle management, and cross-functional alignment in complex global organizations.
• Experience leading digital, AI-enabled, or services productization initiatives strongly preferred.
• Strong commercial acumen, including pricing, packaging, and monetization experience.
• Champion a culture where people are empowered to lead, innovate, and make customer-centered decisions that drive meaningful business outcomes.

Desired Skills / Qualifications

• 15+ years of experience in product management, portfolio strategy, and related product leadership roles in a high-growth, large-scale technology business.
• Proven experience having built and delivered consumer-grade software, platform products-even better if in a customer success, customer excellence organization.
• Experience building and leading high-performing, diverse product organizations.
• Visionary and strategic mindset with the ability to define category-shaping product strategies and long-term product direction.
• Deep customer empathy and strong instincts for product-market fit, experience design, and customer value.
• Highly collaborative with excellent influence and partnership skills
• Strong financial, analytical, and commercial skills; able to connect strategy to business outcomes.
• Exceptional communication and executive storytelling capabilities.
• Excellence in cultural leadership, driving adoption of innovation, new mechanisms, and elevated performance standards.
• Ability to thrive in a fast-paced, high-growth, AI-native environment.
• Open to travel and frequent collaboration with global leaders across various timezones.

For positions in this location, we offer a base pay of $274,100 - $465,900, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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