Director of Outbound Product Manager - Telecom and Media

Employment Type: Full-time Location Type: Remote

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.

Position Overview

ServiceNow is looking for a Director of Outbound Product Manager to own customer adoption initiatives for our Telcom and Media offerings. This role focuses on empowering customers to build transformative solutions on the ServiceNow AI Platform, while ensuring their voices directly influence our product roadmap and strategy. You’ll collaborate with customers and internal teams to drive adoption, align solutions with business priorities, and gather insights that shape the future of our products. This is a strategic, hands-on role with significant visibility and impact across the organization. You’ll have the opportunity to shape the next wave of enterprise AI, working with passionate teams and forward-thinking customers. Help us drive meaningful innovation while ensuring ServiceNow continues to be an innovator in AI-powered workflow transformation.

Responsibilities

• Develop a deep understanding of our Telecom and Media customers, their use cases, obstacles, and goals.
• Guide and support the adoption of our Telecom and Media products across high-impact accounts.
• Serve as a primary advocate for the Voice of the Customer (VoC) within product, engineering, and management teams.
• Guide early access programs to gather feedback and validate new product capabilities.
• Create technical enablement and adoption content that highlights product value.
• Conduct onboarding and enablement sessions to scale adoption across customers and partners.
• Manage community engagement and create content that drives interest and success.
• Collaborate with pundits, partners, and innovators to share ServiceNow’s vision.

Requirements

• AI Integration Experience: 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.
• Total Experience: 15+ years of total experience.
• Customer-Facing Experience: 5+ years in customer-facing roles (e.g., product management, technical consulting, presales, or business development).
• Industry Experience: 10+ years of experience in the telecommunication industry.
• Product Expertise: Willingness to become an expert in our products, including hands-on demonstrations and configuration.
• Emerging Technologies: Experience launching and scaling adoption of emerging technologies in enterprise environments.
• Execution & Influence: Strong sense of accountability, with the ability to influence, guide, and execute effectively.
• Mindset: Action-oriented mindset and motivation to deliver impactful outcomes.
• Collaboration: Proven ability to collaborate across diverse, cross-functional teams.
• Customer Focus: Customer-centric approach with strong problem-solving skills.
• Communication: Excellent written and verbal communication, including the ability to convey technical concepts to varied audiences.

The Team

The Telecom and Media Outbound Product Management team is responsible for all outbound GTM and commercial aspects of the ServiceNow Telecom and Media portfolio. We collaborate closely with multiple cross-functional teams (e.g., marketing, sales, solution consulting, pricing strategy, and operations, customer outcomes, product success, training, and certification, etc.).

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or re...