Contact Center Director jobs in San Jose, CA

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700 customers, we serve approximately 85% of the Fortune 500®, and were proud to be one of FORTUNE 100 Best Companies to Work For® and Worlds Most Admired Companies™.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

The Team   

The Customer and Industry Workflows business are products that enable organizations to harness the power of the whole company to serve the customer. Our products - Industry specific products for Telecommunications, Financial Services, Healthcare, and Manufacturing verticals, along with Customer Service Management (CSM) and Field Service Management – drive great customer experiences by delivering great omnichannel customer engagement and uniting the front, middle, and back office to help teams resolve issues faster.  

The Role   

Outbound Product Managers are key to helping us scale our GTM efforts as we continue to be one of the fastest growing business units at ServiceNow.  

The Outbound Product Management Director, Customer Service Management will leverage their deep understanding of customer service management to play a critical role in leading our enablement efforts for sales, solution consulting, and GTM teams, customers, and partners, informing the pricing and packaging of new products, and driving adoption of our product portfolio.   

At ServiceNow, Outbound Product Managers collaborate closely with multiple cross-functional teams (e.g., marketing, sales, solution consulting, pricing strategy and operations, customer outcomes, product success, training and certification etc.) 

What you get to do in this role:  

• Drive GTM, sales, solution consulting, and partner enablement for Customer Service Management products, working closely with Inbound Product Management, Product Marketing, Pricing Strategy, Product Success, Customer Outcomes, and Technical Alliances teams. 

• Develop high quality technical and functional enablement content that describes the value of product innovation of our customer service management product, with a particular focus on voice, contact center as a service, and workforce optimization.

• Lead pricing and packaging efforts in close coordination with other BU stakeholders and corporate pricing to optimize market adoption of new products.  

• Define and execute new product launch strategy working with relevant product, marketing and GTM stakeholders and leadership. 

• Develop a deep understanding of customer use cases and success outcomes and influence product roadmap. 

• Develop best practices assets to drive adoption by customers and partners.   

• Become a trusted resource to promote the ServiceNow vision with industry influencers, strategic partners, and analyst firms.  

• Lead cross-functional teams to accomplish our goals.   

Qualifications :

• To be successful in this role, we need someone who has:  

• A minimum of 10 years in a customer-facing role in Product Management, Product Marketing, Solution Consulting, Product Delivery, or similar role. 

• Functional and technical knowledge and experience in Voice / Contact Center / Contact Center as a Service and Workforce Optimization is a “must have”. 

• Knowledge and experience in omni-channel engagement, self-service, and customer service is also desirable. 

• Extreme sense of ownership – own the problem, the process, and the outcome. Some things may need “driving by influence”, others may need executing yourself in a hands-on manner, and yet others will need delegation. 

• Strong bias towards action, and a sense of urgency to “win” in the market 

• Excellent people and presentation skills to engage with all levels of customers, colleagues, cross-functional teams, and partners. 

• Outstanding written and oral communication skills.   

For positions in the Bay Area, we offer a base pay of $198,500 - $347,500, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

About the Company:
ServiceNow