Staff Inbound Product Manager - CRM Contact Center Omni-Channel - Workforce Engagement Management(WEM)

Role:

We are executing a holistic Customer Engagement strategy to deliver best‑in‑class outcomes for customers and agents. As a Principal Product Manager (IC4) for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain, you will own product strategy and execution across the following capability areas:

Scheduling & Forecasting (WFM)

Coaching & Skill Management

Real‑time Monitoring of Channels (intraday operations)

Monitoring & Managing Team Performance (analytics + execution loops)

Product managers at ServiceNow operate at the intersection of market opportunity, customer experience design, technology development, and delivering value to our customers—now increasingly via governed AI and agentic workflows embedded directly inside work.

This role requires a unique blend of customer empathy, operational rigor, strong product craftsmanship, and AI‑driven product judgment. Modern WEM is being reshaped by AI—forecasting and staffing must increasingly account for digital/AI deflection and bot‑to‑human escalations, and supervisors need real‑time guidance to respond to volatility across channels.

Product Managers at ServiceNow usually are obsessed about their products/domains, often geek out on technology and are catalysts for innovation.

What you get to do in this role:

Own product strategy and execution for Workforce Engagement Management (WEM) capabilities in CRM omnichannel contact centers, with primary focus on scheduling & forecasting, real‑time channel monitoring, coaching & skill management, and team performance management.

Define and deliver AI‑driven forecasting and scheduling experiences across voice and digital channels, including demand forecasting, schedule optimization, intraday management, and real‑time adjustments in response to volume variability.

Build real‑time operational monitoring capabilities that provide supervisors with actionable visibility into queues, SLAs, adherence, capacity, and service risk across channels.

Design coaching and skill management workflows that connect performance signals to targeted coaching actions, skill development, and measurable improvement for agents and teams.

Deliver team performance management experiences that balance customer outcomes, agent experience, and operational efficiency through role‑based dashboards, insights, and guided actions.

Partner closely with UX, engineering, and data/AI teams to ship scalable, enterprise‑ready WEM capabilities with strong product craftsmanship and reliability at scale.

Apply sound AI product judgment, ensuring transparency, explainability, and human‑in‑the‑loop controls for AI‑assisted recommendations and automation.

Engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes from deployed WEM capabilities.

To succeed in this role, we seek someone who has:

8+ years of experience building and delivering enterprise or SaaS products, with at least 4+ year