Director, Product Innovation - Business Workflows

About the role

Position Location

We are ideally looking for someone to work in our West Palm Beach, FL office location. However, we are open to Remote or other office locations for this position. Flexible positions require 2 days per week in a ServiceNow office. We have offices in many locations, including West Palm Beach, FL; Orlando, FL; Vienna, VA; New York, NY; Waltham, MA; San Francisco, CA; Pleasanton, CA; Santa Clara, CA; San Diego, CA; and Kirkland, WA

About the Position

We are seeking a Director, Product Innovation, to define, build, and scale a new customer-facing product engagement model for Core Business Workflows.

This leader will operate at the intersection of Product Management, AI innovation, Customer Transformation, and GTM execution. The role will work directly with customers to identify high-value use cases within our product suite, rapidly build and validate AI-powered solutions, and demonstrate measurable business outcomes.

The role will be responsible for establishing and leading a team that combines deep product and technical expertise, domain knowledge, strong product instincts, and executive customer engagement capabilities. Through structured proofs of value, rapid prototyping, innovation workshops, and strategic customer engagements, the team will help customers realize value from emerging Core Business Workflow capabilities while creating a direct feedback loop into product strategy and roadmap development.

Reporting to the Senior Director, Head of Outbound Product Management for Core Business Workflows, this role will define the operating model, success metrics, engagement framework, and talent profile required to scale a world-class product innovation function.

This role serves as a critical bridge between Product Management, Engineering and the field, ensuring product strategy is translated into customer value and customer feedback is translated into product innovation.

What you get to do in this role

• Define and operationalize a new product commercialization motion for Core Business Workflows, focused on accelerating customer adoption of emerging innovations, AI and strategic product investments.
• Build and lead a team of highly skilled product and AI specialists who can identify customer problems, rapidly build solutions, and validate business value.
• Lead structured proofs of value, rapid prototypes, innovation workshops, and executive engagements that connect product strategy directly to customer transformation.
• Define and scale the Business Value Assessment framework for Core Business Workflows, including customer baselines, expected outcomes, realized value, and executive business cases.
• Collaborate closely with Product Management, Engineering, Research, Sales, Solution Consulting, Product Marketing, Value Consulting, and Product Success to execute customer innovation initiatives.
• Establish success metrics and operating mechanisms that measure customer adoption, business impact, proof-of-concept outcomes, customer references, and influenced revenue.
• Participate as an executive leader for Core Business Workflows in executive briefings, strategic customer engagements, industry events, and innovation-focused forums.
• Establish success metrics and operating mechanisms that measure proof of value outcomes, conversion, customer adoption, business impact, customer references, reusable product insights, and influenced revenue.
• Identify repeatable patterns across customer engagements and translate them into scalable product capabilities, solution assets, demo narratives, and go to market practices.

Qualifications & Requirements

• 12+ years of experience in Product Management, FDE, Product Strategy, Product Commercialization, Customer Transformation, or related enterprise software leadership roles.
• 5+ years of leadership experience managing high performing customer facing and/or product focused teams.
• Experience designing and executing customer innovation programs, POC initiatives, product adoption strategies, or commercialization efforts.
• Strong understanding of enterprise workflow platforms, digital transformation initiatives, and modern business process technologies.
• Experience leveraging AI, GenAI, intelligent automation, or emerging technologies to drive customer outcomes and product adoption.
• Demonstrated success partnering with Product Management organizations to influence roadmap strategy and product direction.
• Exceptional communication, presentation, and stakeholder management skills.
• Bachelor's degree in Business, Computer Science, Engineering, or a related field.

Additional Information: Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.