Principal Inbound Product Manager - Now Engage

Description

The team runs the company's digital technology function, which builds secure, pleasant customer and employee experiences and relies on the company's own products to do so. The work is about transformation, AI-driven automation, innovation and growth.

This is a Principal Product Manager role owning the Now Engage platform from end to end. The platform serves customers, partners and the employees who support customers, and it is central to helping customers get value quickly, with a goal of measurable time to value within the first 100 days.

You will work with business, engineering, product, architecture and senior stakeholders to set the roadmap, shape AI-driven capabilities and deliver platform experiences that drive adoption and improve fulfillment, support and growth.

As a Technical Product Manager, you will lead the platforms, tools and technologies behind post-sale customer success. This includes consolidating fragmented tooling, building a real-time view of the customer, surfacing AI-driven insights, and creating AI-native workspace and agent experiences for customers, partners, employees and the business. You will act as the product and technology partner to Customer Success, working transparently and with urgency, making clear roadmap tradeoffs and keeping teams focused on measurable business impact.

The role is high visibility and high accountability. It calls for strong stakeholder management, product judgment, and the ability to ship internal and partner-facing tools from concept through launch and adoption. Success is measured by customer time to value, customer adoption, and execution against roadmap priorities.

Responsibilities

• Own the product strategy and roadmap for Now Engage, including the AI-native workspace, the SPM integration and agent capabilities.
• Write product requirements, set priorities, and drive delivery, adoption and outcome measurement across complex platform initiatives.
• Align senior leaders, business stakeholders, engineering, product and architecture on priorities, tradeoffs and expected impact.
• Apply sound technical judgment to system design, integrations, data flows, workflows and AI-enabled capabilities.
• Find practical AI opportunities that improve customer visibility, fulfiller productivity, platform intelligence and time to value.

Requirements

• You have 12+ years of product management experience, including owning complex internal platforms, employee-facing tools, partner-facing tools, delivery or PSA tooling, or enterprise workflow products.
• You have shipped products or platforms used by employees, internal teams, partners or other enterprise users, and understand the business process complexity behind internal tools.
• You have strong technical depth in system design, architecture, integrations, data flows, APIs, workflows and AI-enabled product capabilities.
• You are fluent in AI product capabilities and have integrated AI into enterprise workflows. You can tell high-value AI use cases from those where automation could add risk.
• You keep up with industry trends and emerging technologies, use them to drive innovation in the portfolio, and encourage experimentation, validation and learning within the team.
• You have a track record of writing high-quality product requirements that give engineering, business stakeholders and executive reviewers clarity.
• You have owned a complex, cross-functional portfolio from strategy through delivery and outcome measurement.
• You have shipped integrations with systems you do not control and can negotiate scope with their owners without escalating every disagreement.
• You are comfortable launching with deliberate manual gaps and have a credible plan to close them.
• You write clearly and produce documents that engineering, business teams and executives can evaluate.
• You can work without close supervision on scope and sequencing, and you know which decisions belong to a sponsor.
• You take a strong operator's approach and are willing to be accountable for outcomes across organizational boundaries.

Conditions

Base pay for this position in this location is $199,100 to $348,400, plus equity where applicable, variable or incentive compensation, and benefits.

The base pay shown is a guideline. Individual total compensation varies with qualifications, skill level, competencies and work location.

Compensation depends on the geographic location where the role sits and may change with work location.

Work persona is flexible, remote or required in office, assigned based on the nature of the work and the employee's work location.

To determine eligibility for a work persona, the company may measure the distance between your primary residence and the nearest company office using a third-party service.

Benefits

• Health plans, including flexible spending accounts.
• A 401(k) plan with company match and an employee stock purchase plan (ESPP).
• Matching donations.
• A flexible time away plan and family leave programs.