Senior

Director, Product Innovation - Business Workflows

West Palm Beach, United States, Orlando, Vienna, New York, Waltham, San Francisco, Pleasanton, Santa Clara, San Diego, Kirkland · Remote

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

Position Location: We are ideally looking for someone to work in our West Palm Beach, FL office location. However, we are open to Remote or other office locations for this position. Flexible positions require 2 days per week in a ServiceNow office. We have offices in many locations, including West Palm Beach, FL; Orlando, FL; Vienna, VA; New York, NY; Waltham, MA; San Francisco, CA; Pleasanton, CA; Santa Clara, CA; San Diego, CA; and Kirkland, WA

About the Position

We are seeking a Director, Product Innovation, to define, build, and scale a new customer-facing product engagement model for Core Business Workflows.

This leader will operate at the intersection of Product Management, AI innovation, Customer Transformation, and GTM execution. The role will work directly with customers to identify high-value use cases within our product suite, rapidly build and validate AI-powered solutions, and demonstrate measurable business outcomes.

The role will be responsible for establishing and leading a team that combines deep product and technical expertise, domain knowledge, strong product instincts, and executive customer engagement capabilities. Through structured proofs of value, rapid prototyping, innovation workshops, and strategic customer engagements, the team will help customers realize value from emerging Core Business Workflow capabilities while creating a direct feedback loop into product strategy and roadmap development.

Reporting to the Senior Director, Head of Outbound Product Management for Core Business Workflows, this role will define the operating model, success metrics, engagement framework, and talent profile required to scale a world-class product innovation function.

This role serves as a critical bridge between Product Management, Engineering and the field, ensuring product strategy is translated into customer value and customer feedback is translated into product innovation.

What you get to do in this role

Define and operationalize a new product commercialization motion for Core Business Workflows, focused on accelerating customer adoption of emerging innovations, AI and strategic product investments.
Build and lead a team of highly skilled product and AI specialists who can identify customer problems, rapidly build solutions, and validate business value.
Lead structured proofs of value, rapid prototypes, innovation workshops, and executive engagements that connect product strategy directly to customer transformation.
Define and scale the Business Value Assessment framework for Core Business Workflows, including customer baselines, expected outcomes, realized value, and executive business cases.
Collaborate closely with Product Management, Engineering, Research, Sales, Solution Consulting, Product Marketing, Value Consulting, and Product Success to execute customer innovation initiatives.
Establish success metrics and operating mechanisms that measure customer adoption, business impact, proof-of-concept outcomes, customer references, and influenced revenue.
Participate as an executive leader for Core Business Workflows in executive briefings, strategic customer engagements, industry events, and innovation-focused forums.
Establish success metrics and operating mechanisms that measure proof of value outcomes, conversion, customer adoption, business impact, customer references, reusable product insights, and influenced revenue.
Identify repeatable patterns across customer engagements and translate them into scalable product capabilities, solution assets, demo narratives, and go to market practices.

Qualifications

12+ years of experience in Product Management, FDE, Product Strategy, Product Commercialization, Customer Transformation, or related enterprise software leadership roles.
5+ years of leadership experience managing high performing customer facing and/or product focused teams.
Experience designing and executing customer innovation programs, POC initiatives, product adoption strategies, or commercialization efforts.
Strong understanding of enterprise workflow platforms, digital transformation initiatives, and modern business process technologies.
Experience leveraging AI, GenAI, intelligent automation, or emerging technologies to drive customer outcomes and product adoption.
Demonstrated success partnering with Product Management organizations to influence roadmap strategy and product direction.
Exceptional communication, presentation, and stakeholder management skills.
Bachelor's degree in Business, Computer Science, Engineering, or a related field.

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, religion, sex, sexual orientation, national origin, age, disability, gender identity, 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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