Director, Inbound Product Management - Retail
Listed on 2026-01-12
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IT/Tech
Product Designer
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 — Service Now 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.
The CRM and Industry Workflows business develops products that enable organizations to harness the power of the whole company to serve the customer. Our products include industry-specific offerings for Technology, Telecommunications, Financial Services, Healthcare, Manufacturing, Retail, and Public Sector, built as extensions of our core – Customer Service Management (CSM), Field Service Management (FSM), Configure Price Quote (CPQ), and Sales & Order Management (SOM).
These products drive exceptional customer experiences by uniting front, middle, and back office on a single platform, enabling organizations to sell, fulfill, and service customers faster and at a lower cost.
As the Director, Product Management – Retail, you will be key to scaling one of Service Now's fastest-growing business units. Your focus will be on Retail Service Management and Retail Operations that deliver a great end-customer experience and streamlines store, restaurant, and hotel operations for employees to free them up to spend more time serving end-customers directly and making them happy.
You will leverage deep expertise in retail operations and retail customer service management, and CRM software to bridge the gap between products and market, driving product strategy, executing successful product development and releases, and delivering on strong customer adoption, working closely with Engineering, Research, and Design.
What you get to do in this role:Set the product vision
- Define and drive the AI-first product strategy for Retail Service Management and Retail Operations, especially in how we leverage our CRM foundations and cross-workflow foundations to better serve our Retail & Hospitality customers
- Shape the product narrative, secure key stakeholder and executive buy-in and support for dependencies on the horizon, and ensure every initiative delivers measurable business and customer impact.
- Guide Engineering, Research, and Design partners with crisp, actionable requirements that enable fast, high-quality delivery of Retail & Hospitality operations and customer service capabilities that delight end consumers, and drive loyalty and growth for our B2B customers.
- Leverage customer pilots, user research, and market insights to create experiences that feel intuitive, contextual, and indispensable.
- Instinctually lean in with customers, partners, and our Customer Excellence colleagues to ensure fast, painless, and maximal adoption of our products by happy customers.
- Define and refine metrics that capture the real-world performance, relevance, and business value of our products, especially our AI features.
- Manage and mentor a team of 2+ Product Managers, fostering a culture of innovation and bold ideas, technical excellence, accountability, and elite-level execution.
We’re seeking a technical product Director with deep expertise in retail technology and customer service management and a passion for driving AI-powered innovation.
The ideal candidate brings:Applying AI
- Experience in leveraging or critically thinking about how to integrate AI into work processes, strategic direction, or problem-solving. This may include using AI-powered tools, automating workflows, reviewing AI-influenced insights, or exploring AI’s potential impact on the function or industry.
- 15+ years building and guiding high-performing product teams, including mentoring junior staff and…
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