Principal Product Manager (WEM Analytics and Planning)

Join ServiceNow as a Principal Product Manager for Workforce Engagement Management (WEM) in the CRM Omnichannel Contact Center domain. You will own product strategy and execution across various capability areas, including real-time monitoring, scheduling and forecasting, coaching and skill management, and team performance management. This role requires a unique blend of customer empathy, operational rigor, strong product craftsmanship, and AI-driven product judgment. You will engage directly with enterprise customers to validate requirements, drive adoption, and ensure measurable business outcomes from deployed WEM capabilities.

• 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.

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