Director, Outbound Product Management, Public Sector Industry AI Products

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.

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

The CRM and Industry Workflows business unit products enable organizations to create seamless customer experiences and drive fierce customer loyalty. Our products, Customer Service Management, Field Service Management, Sales and Order Management, CPQ and Industry verticalized solutions such as Public Sector Digital Services, deliver omnichannel customer engagement and operations while uniting the front, middle, and back office public sector mission teams to provide services, fulfill requests, resolve issues faster, and drive great experiences through our products.

Director of Outbound Product Management. The Director will be managing a team of Outbound Product Managers who are key to helping us scale as we continue to be one of the fastest‑growing business units bound Product Managers combine a deep understanding of product capabilities, and market and competitive dynamics, with a passion for informing roadmap and helping our GTM, partner, and customer ecosystem understand the value delivered.

At Service Now, Outbound Product Managers collaborate closely with multiple cross‑functional teams (including marketing, sales, solution consulting, pricing strategy and operations, customer outcomes, product success, and training and certification).

• Create high‑quality enablement content that describes the value of the product innovation with a focus on AI workflows for public sector missions.
• Develop a deep understanding of and document customer use cases and success outcomes to influence the product roadmaps.
• Develop best practices and assets to drive product and AI adoption at scale, by customers and partners.
• Drive public sector AI (generative, agentic) value & adoption strategy, including data strategy for missions, evaluation setup, and deployment best practices.
• Become a trusted resource to promote the public sector industry AI products vision with industry influencers, strategic partners, and analyst firms.
• Work closely with Inbound Product Management, Product Marketing, Product Success, and Global Partnerships and Alliances to define product strategy, release themes, go‑to‑market, and customer adoption plans.
• Lead pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products.
• Define and execute new product launch strategy with relevant product, marketing, and GTM stakeholders and leadership.
• Lead cross‑functional teams to accomplish our goals.

• 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.
• 10+ years of Product Management or related experience in a customer‑facing role.
• Excellent people and management skills to interact with customers, executive staff, colleagues cross‑functional teams, and third parties.
• Deep experience with CRM or BPM…