Program Manager

Job Description

Program Manager

Santa Clara, California

Job Summary

Job description

ServiceNow's Partner Portal supports thousands of partners across multiple partner types and is central to how they engage, transact, and grow their business with ServiceNow.

As Product Manager, you will help shape the future of ServiceNow's partner experience by defining intelligent, scalable capabilities that make it easier for partners to do business with us. You will set product direction, translate partner and business needs into clear priorities, and work closely with engineering, design, and partner-facing teams to deliver AI-enabled experiences that simplify complex workflows, improve self-service, and drive measurable partner outcomes.

What you'll do

• Own the product vision and roadmap for AI-enabled partner experiences across digital self-service journeys
• Identify, define, and prioritize capabilities that reduce friction across high-value partner workflows and improve partner productivity
• Translate partner pain points, business priorities, and operational needs into clear product requirements in close partnership with partner-facing teams, design, engineering, and leadership
• Partner with engineering to evaluate technical approaches, assess feasibility, and make pragmatic build decisions that balance speed, quality, scalability, and user impact
• Define experiences that adapt to different partner types, roles, permissions, and workflows while maintaining a simple, consistent user experience
• Establish success metrics that measure partner adoption, task completion, workflow efficiency, self-service effectiveness, and overall partner outcomes
• Define and manage a phased rollout strategy that validates value, builds trust, and incorporates partner feedback before scaling capabilities broadly
• Navigate cross-functional dependencies across partner programs, data, platform capabilities, AI governance, and operational teams
• Champion partner trust and adoption through transparent AI behavior, reliable product experiences, clear enablement, and thoughtful change management

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Preferred qualifications

• Experience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scale
• Background in partner-facing or channel products-partner portals, PRM, deal registration, or partner self-service
• Familiarity with RBAC, multi-tenant data isolation, and content governance in enterprise platforms
• Experience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automation
• Understanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) work
• Bachelor's degree in computer science, a related technical field, or equivalent practical experience

Key Responsibilities

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Skill Requirements

Qualifications

Basic qualifications

• 9+ years of product management experience, including experience with platform, portal, marketplace, workflow, or self-service products
• Demonstrated experience delivering AI-enabled or intelligent product experiences in production, such as automation, recommendations, workflow optimization, conversational interfaces, or decision-support capabilities
• Experience with channel, partner, or indirect selling processes is an advantage
• Strong technical fluency, with the ability to evaluate AI and automation approaches, understand API-based architectures, and partner with engineering on feasibility, trade-offs, and scalable implementation options
• Track record of defining product vision for ambiguous or greenfield initiatives and translating that vision into clear priorities, phased roadmaps, and measurable outcomes
• Excellent stakeholder management and communication skills across engineering, design, partner operations, go-to-market teams, and business leadership

Other Requirements

Preferred qualifications

• Experience with ServiceNow platform capabilities, enterprise AI assistants, workflow automation platforms, or equivalent AI-enabled enterprise solutions at scale
• Background in partner-facing or channel products-partner portals, PRM, deal registration, or partner self-service
• Familiarity with RBAC, multi-tenant data isolation, and content governance in enterprise platforms
• Experience with intelligent UX patterns, such as proactive recommendations, contextual assistance, guided workflows, conversational experiences, or workflow automation
• Understanding of partner ecosystems and how different partner types (resellers, ISVs, system integrators, managed service providers) work
• Bachelor's degree in computer science, a related technical field, or equivalent practical experience

Maximum Salary (US):

Minimum Salary (US):

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.