Principal Product Manager - WEM Analytics and Planning

ServiceNow is an AI control tower for business reinvention that brings together AI, data, and workflows to help organizations work smarter, faster, and better. The Principal Product Manager will own strategy and execution for Workforce Engagement Management capabilities in CRM omnichannel contact centers, including forecasting, scheduling, real-time monitoring, coaching, skill management, and team performance. The role will partner with customers, UX, engineering, and data/AI teams to deliver scalable, AI-driven enterprise products.

Responsibilities:

• 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

Requirements:

• 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
• 8+ years of experience building and delivering enterprise or SaaS products, with at least 4+ years in a product management role owning end‑to‑end execution
• Proven experience building and deploying Workforce Engagement Management (WEM) capabilities for contact centers within a CRM omnichannel environment
• Strong hands‑on expertise across scheduling and forecasting, real‑time monitoring of channels, coaching and skill management, and team performance management for contact center operations
• Deep understanding of contact center operations, including omnichannel demand patterns, workforce constraints, supervisor workflows, and operational KPIs
• Demonstrated experience working closely with UX, engineering, and data/AI teams to deliver scalable, enterprise‑ready capabilities
• Strong product judgment when applying AI‑driven solutions, with focus on explainability, trust, and human‑in‑the‑loop decision making
• Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive the adoption of complex operational products
• Experience in working directly with Customers, Sales, and Engineering
• preferably in North America or Europe
• Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels
• High energy, self-starter with an aptitude for learning new technologies
• Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous