Business Systems Product Manager

Role Overview

The Business Systems Product Manager is a senior individual contributor role within the Customer Excellence Group (CEG) responsible for owning and executing on a high-impact area of the Customer Success Platform (CSP). This role partners closely with Digital Technology (DT) counterparts to translate business priorities into precision-executed platform capabilities. The CSP is a major strategic bet for CEG, and this BPM is expected to operate at a level that reflects that.

CSP is the home for all 2,500+ CEG users and serves as the next-generation tooling that powers how CEG drives product adoption, NRR/GRR, and NPS for ServiceNow's customer base. Every workflow, automation, and AI capability shipped on CSP directly compounds the productivity and outcomes of the entire post-sales organization.

This is a deep product craft role for someone who thrives on personal ownership, end-to-end execution, and influence without authority. The right candidate is obsessed with AI, outcome measurement, and enabling the customer success organization to focus on high-value work by eliminating manual, repetitive tasks through intelligent automation. They set the technical and product bar within their domain and are looked to as a subject-matter expert by peers and senior leaders alike.

What You Will Do Product Ownership & Prioritization

• Own a major workstream within the CSP product roadmap end-to-end, from problem definition through delivery and adoption.
• Drive structured prioritization within your domain, balancing competing demands with a rigorous, data-informed lens and clearly articulated tradeoffs.
• Translate complex business pain points into crisply scoped business requirements with measurable outcomes.
• Author detailed BRDs that capture current-state processes and workflows, the future-state vision, and the transformation needed to get there, leaving no ambiguity for engineering or stakeholders.
Execution & Delivery

• Drive elite-level execution on your roadmap, ensuring features are delivered with precision, on time, and to specification.
• Partner with DT/CCX engineering counterparts on delivery cadence, surfacing blockers early and helping resolve them quickly.
• Maintain rigorous program hygiene on your initiatives: clear scope, milestones, risks, dependencies, and status at all times.
• Ensure every capability ships with a high-quality, intuitive user experience that CEG users adopt without friction.
• Build the UAT strategy for your domain: recruit UAT testers across CEG personas, write detailed test cases, and lead UAT execution end-to-end.
• Lead effective release communications to stakeholders, ensuring CEG users and leadership know what is shipping, when, and what it means for them.
AI Strategy & Integration

• Embed AI-first thinking into every capability you ship, identifying opportunities to automate manual workflows and free CS teams to focus on strategic, high-value activities.
• Develop a point of view on how emerging AI capabilities apply to your domain and advocate for AI investment in the roadmap.
• Stay ahead of the AI landscape as it applies to customer success operations, internal tooling, and workflow automation, and bring that perspective into design discussions.
• Prototype, evaluate, and partner with engineering on AI/agentic feature design.
Measurement & Outcomes

• Define and track adoption, usage, and business impact metrics for every feature you deliver.
• Operate with a default to data: decisions, tradeoffs, and post-launch reviews are grounded in measurable outcomes.
• Use clear ROI frameworks to justify your roadmap investments and demonstrate platform value to senior stakeholders.
Stakeholder Management & Communication

• Communicate roadmap, status, and outcomes for your domain clearly and confidently to senior executives, including VP and SVP-level audiences.
• Proactively surface risks, tradeoffs, and mitigation plans before they become escalations.
• Build strong, trusted relationships across CEG business stakeholders, DT, and cross-functional partners.
• Navigate complex organizational dynamics with strategic judgment and composure, leading through influence rather than authority.
Product Craft Leadership

• Set the bar for product craft within the CSP team: discovery quality, written artifacts, decision frameworks, and execution discipline.
• Identify systemic gaps in process, tooling, or architecture across the CSP and drive cross-team improvements.

Department: Customer Excellence HQ
Function: Human Resources
Experience Level: Not Applicable