Senior Lead Product Manager, Service Operations

This is a fully remote position, open to applicants in District of Columbia, +7 more states.

📋 Description

• Oversee the Service Operations product portfolio, which includes Incident Management, Major Incident Management, Problem Management, and Knowledge Management.

• Propel enhancements, integrations, upgrades, and product capabilities within the ServiceNow platform across the Service Operations portfolio.

• Direct the product backlog and feature definition process, encompassing user stories, acceptance criteria, process requirements, and desired business outcomes.

• Ensure product alignment with business priorities, user requirements, operational risks, technical feasibility, and organizational OKRs.

• Assess and implement generative AI, agentic AI, automation, virtual agents, and intelligent workflows.

• Collaborate with engineering, operations, security, risk, audit, and business stakeholders to convert operational needs into scalable processes and platform capabilities.

• Define success metrics and reporting for incident reduction, resolution performance, prevention of repeat incidents, knowledge effectiveness, self-service adoption, automation, and product value.

• Manage products from the discovery phase and MVP development to enterprise launch, adoption, optimization, and lifecycle management.

• Persuade senior stakeholders and cross-functional teams through compelling product narratives, data-informed recommendations, and quantifiable business outcomes.

⛳️ Requirements

• A bachelor's degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.

• A minimum of 12 years of experience in product management, technical product management, ITSM product ownership, or leading enterprise IT platforms.

• Proven experience as a Product Owner or Product Manager with responsibilities in product strategy, roadmap development, solution design, backlog ownership, requirements definition, user story creation, and feature delivery.

• Extensive ServiceNow product expertise, encompassing platform strategy, workflow design, integrations, upgrades, and lifecycle management.

• Background in leading products or capabilities within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.

• Experience in influencing senior stakeholders and guiding cross-functional teams within a matrixed organization without direct authority.

• Preferred: A Master's degree in Business Administration, Information Systems, Computer Science, Engineering, or a related field.

• Preferred: ServiceNow Certified System Administrator (CSA), Certified Implementation Specialist (CIS), Certified Application Developer (CAD), or other relevant ServiceNow certifications.

• Experience in evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management capabilities.

• Familiarity with ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies.

• Experience in defining and measuring outcomes such as incident reduction, mean time to resolution, prevention of repeat incidents, knowledge adoption, self-service utilization, or process automation.

• Proven track record in launching enterprise products from discovery and MVP stages through to scaled implementation, adoption, and ongoing optimization.

• Minimum home internet speed of 25 Mbps for downloads and 10 Mbps for uploads.

• Capability to work from a dedicated space without interruptions to safeguard member PHI/HIPAA information.

🏝️ Benefits

• Bonus incentive plan based on both company and/or individual performance.

• Medical benefits.

• Dental benefits.

• Vision benefits.

• 401(k) retirement savings plan.

• Paid time off.

• Company holidays.

• Personal holidays.

• Paid parental leave.

• Paid caregiver leave.

• Short-term disability.

• Long-term disability.

• Life insurance.

• Remote work option.

• Occasional travel to Humana offices for training or meetings.

• Employer-provided flexibility for home or hybrid home/office work.

• Requirement for a dedicated workspace to protect member PHI/HIPAA information.