Product Owner - AI Customer Interactions

| Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

This position reports to: Director, Customer Interactions
 

Are you passionate about the role Artificial Intelligence can play in creating a revolution for world-class customer experiences?  Are you a multi-tasker that can handle just about anything that comes your way across functional/technical domains and geographies?  Are you able to articulate your vision and build excitement for what’s to come?

 

Who we are and what we’re looking for

 

The IT Customer Experiences team is building world-class post-sales customer support experiences for both our internal stakeholders and external customer users.  Customers can take advantage of our vast self-service solutions, such as:  Knowledge, Community, Mobile, Portal, Virtual Agent, Documentation, and Service Automations.  We’re looking for a Product Owner to manage our Now Support Virtual Agent, branded Ask Kodi, to reach our goal of “VA-first”, or enabling our chatbot to serve as the first point of contact when customers need assistance.  In order to achieve that goal, our Virtual Agent needs to be able to intelligently address nearly any question, so our customers have a fantastic experience.

 

Our Virtual Agent cannot scale to tackle nearly any issue without the assistance of the latest Artificial Intelligence/Machine Learning innovations, which has the potential to revolutionize this channel by eliminating the need to code for every possibility.  This role also serves as an evangelist for the use and adoption of AI across the entire IT Customer Experiences portfolio, assisting with brainstorming and executing strategies on how to best leverage the promise of AI across a wide variety of use cases.

 

At ServiceNow we believe in unlocking the full potential of our own products, and we use them across our business (we call this Now on Now).  By being “customer zero”, we are a strategic partner with product R&D teams to minimize customer issues and help shape product direction.  The core objective of our team is to provide the solutions that help our customers solve an issue with ease, minimizing the need to create a case.  Successful execution leads to happy customers and operational overhead can be sustained for long-term rapid growth.

 

The ideal candidate

 

ServiceNow is looking for a passionate, technical, and dynamic leader with the following attributes and activities:

  • 10+ years enterprise SaaS product management and product strategy experience
  • High energy, self-starter with aptitude for learning new technologies and ability to promote transformational change
  • Comfortable fostering excellent working relationships with customers, peers, and executives
  • Continuous crafting and refining of a compelling strategic vision and roadmap (always questioning the status quo); with the ability to build excitement and consensus
  • Adaptable to a fast-paced environment with ambiguity and change
  • Experience working with development teams in an Agile environment across vast geographies
  • Knowledge of Machine Learning algorithms and chatbot technologies
  • Strong written and verbal communication/presentation skills
  • Knowledge of ServiceNow platform and technologies a plus

 

Ready for your next challenge?

 

You will work with external customers and internal stakeholders to ensure an experience that exceeds expectations.  This requires strategically advancing a shared vision through product and process improvements and managing your product areas to impact tough challenges.  You will be responsible for all aspects of the journey, including strategy, business cases, stories, design, risk analysis, workflows, features, functions, testing, analytics, and feedback.

 

We are looking for someone that can take us to that next level – someone with ideas, experience, and a proven track record of success. If you find this to be an exciting challenge, we look forward to hearing from you.

 

 

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, or veteran status. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • RubyLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Maria DBDatabases
    • MySQLDatabases
    • OracleDatabases
    • Google AnalyticsAnalytics
    • PiwikAnalytics
    • Adobe AnalyticsAnalytics
    • BalsamiqDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ServiceNowManagement

Location

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!

An Insider's view of ServiceNow

What’s the vibe like in the office?

When I walk into a room, I don't feel different than any of my colleagues there. I’m free to express my opinions. Whatever I bring to the table, I'm free put it out there.

Ashita

Senior Application Developer

What projects are you most excited about?

I wanted to work at a growing company. We're focused, customer-centric, and you can't beat the platform.

Olum

Project Manager

How has your career grown since starting at the company?

When a VP told me that an opportunity had opened up on the customer support engineering team, I decided to leave the beaches of San Diego, California behind. I had expressed to my manager that I want to be a CIO or an executive and this opportunity brought me leadership training as well as international business experience.

Marie

Senior Director, Technical Support Management

What is your vision for the company?

Amazing products that create great employee and customer experiences and make work, work better, is our passion.

CJ

Chief Product Officer

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work. Everybody wants to be here. Everybody wants to work on these problems.

Juan

Software Developer

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Free Daily Meals
Free breakfast offered daily
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Some Meals Provided
Happy Hours
Every Thursday!
Parking
Relocation Assistance
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
LinkedIn Learning access, numerous internal training programs, conference attendance options
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Online course subscriptions available
Paid industry certifications
More Jobs at ServiceNow51 open jobs
All Jobs
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Internships
Legal
Operations
Product
Project Mgmt
Sales
Content
Data + Analytics
new
Remote
Design + UX
new
Chicago
HR + Recruiting
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Project Mgmt
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Operations
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Product
new
Chicago
Operations
new
Chicago
Sales
new
Remote
Developer
new
Chicago
Developer
new
Chicago
Developer
new
Chicago
Sales
new
Chicago
Developer
new
Chicago
Data + Analytics
new
Chicago
Developer
new
Chicago
Operations
new
Chicago
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView ServiceNow's full profileSee more ServiceNow jobs