As a Vice President in Global Employee Help Product, you will lead the team by leveraging your strategic vision and expertise in product development and optimization to drive significant impact. You will champion user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with senior cross-functional leaders and play a pivotal role in shaping the future of our products and ensuring ongoing success.

You will oversee the delivery of the strategic roadmap to build transformative employee experiences utilizing in-depth knowledge of the ServiceNow platform to optimize the request process for technology services, leveraging workflow capabilities and Life-Cycle events. Collaborate with architects to enhance Employee Help solutions, stay abreast of new features and best practices, and drive product innovation by exploring new ideas and opportunities to improve the request management process and meet evolving customer needs.

Job Responsibilities

Lead and Partner with the Product team to identify and prioritize new product opportunities that reflect the needs of our customers and the market through user research and discovery. Strategically Plan for upstream and downstream implications of new product features on the overall product experience, ensuring alignment with organizational goals. Drive the Collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers. Oversee and Evaluate product metrics including work to time, cost, and quality targets across the product development life cycle, ensuring alignment with business objectives. Guide the Development of requirements, epics, and user stories to support product development, ensuring they align with strategic goals. Serve as a Leader for an experience or workflow, leading the product development lifecycle from discovery and design through implementation – coordinating and delivering new epics, features, and writing requirements. Champion a Strong Risk, Controls & Conduct Framework and a “security-by-design” product mindset. Collaborate with Senior Leaders across area and functional product owners, servicing leads, content teams, and business representatives across the Employee Help Product domains to inform and deliver expected business outcomes. Define and Track Strategic Metrics (OKRs) to measure product success and inform executive decision-making.

Required Qualifications, Capabilities, and Skills

5+ years of experience or equivalent expertise in product management or a relevant domain area, with a proven track record of leadership and strategic impact. Expert knowledge of the product development life cycle and strategic product management. Extensive experience in product life cycle activities including discovery and requirements definition. Advanced knowledge of data analytics and data literacy, with the ability to leverage data for strategic decision-making. Exceptional Cross-functional Leadership and collaboration skills – Proven ability to build and maintain strong relationships with a broad set of senior product and functional partners. Stakeholder Management - Proven ability to manage stakeholder relationships while standing up for product integrity and user experience. Strong Organizational and Leadership Skills – Demonstrated ability to manage multiple priorities in a fast-paced environment. Strong decision-making skills and strategic thinking. Customer-Centric Mindset – Develops deep data-informed and research-based empathy and understanding of employee needs, and advocates for them at the executive level.

Preferred Qualifications, Capabilities, and Skills

Extensive experience with ServiceNow with a proven track record of managing and optimizing request platforms within ServiceNow, including deep familiarity with its modules, capabilities, and best practices. Change Management Skills: Strong skills in managing change and driving adoption of new processes and technologies within large organizations. Collaboration and Stakeholder Engagement: Proven ability to collaborate with cross-functional teams and engage with senior stakeholders to align request management strategies with business objectives.