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Empowering people today to build a better future for the next generation.
The Role
The Director of Product Management will own the ServiceNow platform strategy, lead the product team, drive service delivery improvements, and create cohesive service experiences across the enterprise.
Summary Generated by Built In
What You'll Do
Platform Strategy & Vision
Enterprise Partnership & Service Delivery
ITSM & IT Helpdesk Excellence
HR Employee Service Center & Beyond
Product Team Leadership
Platform Governance & Operations
What You Bring
Required Experience
Technical & Domain Knowledge
Leadership & Business Skills
Preferred Qualifications
Success in This Role Looks Like
Year One
Ongoing
Why This Role Matters
In an enterprise of 32,000 people, the quality of internal service delivery directly impacts employee productivity, satisfaction, and our ability to execute on business objectives. ServiceNow is the connective tissue that brings together disparate services, automates manual work, and creates seamless experiences for employees across the organization. As the Director of Product Management for this critical platform, you'll have enterprise-wide impact-touching every employee, every department, and every service interaction. Your work will fundamentally change how our organization operates, freeing up thousands of hours for higher-value work and creating the service experiences our employees deserve.
Our Environment
USD 148,500.00 - 247,500.00 per year
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Platform Strategy & Vision
- Own the end-to-end ServiceNow platform strategy, roadmap, and portfolio management across all modules and business units
- Partner with your manager to define the multi-year vision for how ServiceNow will evolve from an ITSM tool to a comprehensive enterprise service management platform leveraging the latest in AI capabilities
- Evaluate emerging ServiceNow capabilities and determine which investments will drive the greatest business value
- Partner with enterprise architecture and IT leadership to ensure platform decisions align with broader technology strategy
- Build business cases and secure executive buy-in for major platform initiatives and investments
Enterprise Partnership & Service Delivery
- Serve as the primary product leader for ServiceNow across the enterprise, partnering with stakeholders in IT, HR, Facilities, Finance, Legal, Procurement, and other business functions
- Understand the service delivery needs of enterprise users and translate them into a cohesive platform strategy
- Build trusted relationships with executives, VPs, and business leaders to understand their operational challenges
- Champion a service management mindset shift across the organization-moving from disparate tools to unified service experiences
- Balance competing demands from multiple business units while maintaining platform integrity and user experience consistency
ITSM & IT Helpdesk Excellence
- Drive continuous improvement of core ITSM capabilities including incident, problem, change, and asset management
- Optimize IT Helpdesk experiences to reduce resolution times, improve self-service adoption, and increase user satisfaction
- Implement modern service management best practices including knowledge-centered service, proactive monitoring, and AI-powered support
- Define and track service level metrics that demonstrate operational excellence and continuous improvement
HR Employee Service Center & Beyond
- Lead the expansion of ServiceNow into HR Service Delivery, creating seamless employee experiences for onboarding, ESC, and HR case management
- Design consistent service experiences across departments while respecting the unique needs of each business function
- Champion employee-centric design principles that make it easy for enterprise users to get help when they need it
Product Team Leadership
- Build, mentor, and lead a high-performing team of product managers, business analysts, and product owners
- Create clarity around roles, priorities, and decision-making frameworks within your product organization
- Foster a culture of data-driven decision making, customer empathy, and operational excellence
- Develop talent and create growth opportunities for team members at all levels
Platform Governance & Operations
- Partner with engineering to establish governance frameworks for platform configuration, customization, and integration decisions
- Partner with ServiceNow technical teams to ensure platform health, performance, and scalability
- Manage stakeholder communication, user acceptance testing cycles, and release management processes
- Drive adoption of platform standards, best practices, and reusable components
- Oversee vendor relationship with ServiceNow, including input to contract negotiations and executive business reviews
What You Bring
Required Experience
- Bachelor's degree and 10 years' experience in product management. The right candidate could also have a different combination, such as a master's degree and 8 years' experience; a Ph.D. and 5 years' experience; or 14 years'experience
- 5+ years' experience in a management or leadership role
- Deep expertise in ITSM, ESM (Employee Service Management), and service delivery frameworks (ITIL, knowledge management, SLA/OLA management)
- Proven track record leading large-scale platform transformations in enterprise environments (3,000+ users)
- Experience managing complex stakeholder ecosystems with competing priorities and limited resources
- Strong background in both IT service delivery and business process automation
Technical & Domain Knowledge
- Experience with managing and implementing enterprise SaaS solutions
- Knowledge of service management best practices, ITIL framework, and modern support models
- Familiarity with enterprise integrations, APIs, and platform architecture considerations
- Understanding of governance, compliance, and security requirements in large enterprises
- Experience with workflow automation, low-code/no-code platforms, and digital transformation initiatives
Leadership & Business Skills
- Demonstrated ability to influence and build consensus with senior executives and cross-functional leaders
- Strong business acumen with ability to build ROI cases and demonstrate platform value
- Excellent communication skills with ability to translate technical concepts for business audiences and business needs for technical teams
- Strategic thinking combined with execution excellence-you can both set the vision and drive delivery
- Change management expertise with track record of driving organizational adoption of new tools and processes
- Budget management experience including vendor negotiations and financial planning
Preferred Qualifications
- Hands-on experience with ServiceNow platform strategy, implementation, or product ownership
- Deep understanding of ServiceNow modules including ITSM, ITOM, HR Service Delivery, CSM (Customer Service Management), and emerging AI/automation capabilities (or tangible experience of coming up to speed quickly on a new platform)
- ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist
- ITIL v4 Foundation or higher certification
- Experience with AI-powered service management (Virtual Agent, Predictive Intelligence, etc.)
- Background in management consulting, business process transformation, or enterprise architecture
- MBA or advanced degree in relevant field
Success in This Role Looks Like
Year One
- Established trust and credibility with key business stakeholders across the enterprise
- Defined clear platform vision and 3-year roadmap with executive alignment
- Improved IT Helpdesk metrics including time to resolution, first contact resolution, and user satisfaction
- Delivered 2-3 high-impact service management improvements that demonstrate platform value
- Built a cohesive product team with clear priorities and ways of working
Ongoing
- Consistent adoption growth across both IT and non-IT service domains
- Measurable improvements in employee productivity through better service experiences
- Strong NPS scores from both end users and business stakeholders
- Platform viewed as a strategic asset and enabler, not just an IT tool
- Regular delivery cadence with predictable releases and minimal disruption
- Cost optimization through consolidation of redundant tools onto ServiceNow platform
Why This Role Matters
In an enterprise of 32,000 people, the quality of internal service delivery directly impacts employee productivity, satisfaction, and our ability to execute on business objectives. ServiceNow is the connective tissue that brings together disparate services, automates manual work, and creates seamless experiences for employees across the organization. As the Director of Product Management for this critical platform, you'll have enterprise-wide impact-touching every employee, every department, and every service interaction. Your work will fundamentally change how our organization operates, freeing up thousands of hours for higher-value work and creating the service experiences our employees deserve.
Our Environment
- Enterprise scale: 32,000+ users across multiple business units and geographies
- Complex stakeholder landscape requiring executive-level partnership and influence
- Matrixed organization requiring strong collaboration and consensus-building skills
- Fast-paced environment with high expectations for both strategic thinking and operational execution
- Significant opportunity to drive digital transformation and modernize service delivery
USD 148,500.00 - 247,500.00 per year
Compensation:
Compensation includes a base salary in the range of $148,500.00 - $247,500.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.
Benefits:
The Company offers eligible employees the flexibility to take as much vacation with pay as they deem consistent with their duties, the company's needs, and its obligations; seven paid holidays throughout the calendar year; and up to 160 hours of paid wellness annually for their own wellness or that of family members. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets
Skills Required
- Bachelor's degree and 10 years' experience in product management
- 5+ years' experience in a management or leadership role
- Deep expertise in ITSM, ESM, and service delivery frameworks
- Proven track record leading large-scale platform transformations
- Experience managing complex stakeholder ecosystems
- Strong background in IT service delivery and business process automation
- Experience with managing and implementing enterprise SaaS solutions
- Knowledge of service management best practices and ITIL framework
What the Team is Saying
Belinda
Manager of Network Automation
Tonya
Director of Agile Delivery
Chris
Manager of Engineering Support & Delivery
John Chapman
National Client Sales Director, Cox Automotive
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Audit Analysis, Cox Enterprises
Jenny Arias
Marketing & Events Assistant, Cox Farms
Cox Enterprises Compensation & Benefits Highlights
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Retirement Support — Retirement contributions include an enhanced 401(k) with an automatic company contribution plus a dollar‑for‑dollar match, administered by Vanguard. Financial coaching resources and a student‑debt platform integrated with the plan further strengthen long‑term savings support.
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Healthcare Strength — Healthcare coverage offers multiple medical plan options with in‑network preventive care covered at no charge, plus no‑cost virtual mental‑health visits for plan members and access to Calm, Hinge Health, Oshi Health, and a specialty‑medication savings program. Recent enhancements also include supports for menopause and digestive health.
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Parental & Family Support — Family supports include flexible PTO, paid parental leave, fertility coverage via Progyny, adoption assistance, and Care.com access with backup care. Additional resources like Milk Stork and virtual counseling for kids and teens reinforce whole‑family care.
Cox Enterprises Insights
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The Company
What We Do
For well over a century, Cox Enterprises has been shaping the future with daring ideas and values-driven thinking. Since our founding in 1898, our relentless spirit of innovation has driven us to disrupt industries and enhance the quality of life in the communities we serve. Through our major divisions — Cox Communications, Cox Automotive and Cox Farms — our people have countless opportunities to grow and make an impact in the communications and automotive industries, as well as in new ventures in agriculture, cleantech, digital media and more. As a privately-held, family-owned business, we know that people are our most valuable asset. We offer a supportive and inclusive environment with flexible career growth, amazing benefits and work-life balance at the forefront. Our mission, our ways of working and our commitment to people are what make our workplace culture remarkably flexible and resilient. Join us to build a better future and make your mark.
Why Work With Us
At our core, Cox is a technology company that values human relationships. We know people feel most empowered when their work has meaning, when they feel respected and have opportunities to grow. “Career satisfaction” is not enough at Cox — we’re here to help you find balance, live well and achieve your career goals even as they change over time.
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Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Every person has different working styles and preferences — and we aim to empower teams to work where they are most comfortable. Some roles require in-person work, but for those that can be performed remotely, we offer flexibility.
Typical time on-site:
Flexible
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