Senior Lead Product Manager, Service Operations

This is a fully remote position, open to applicants in Florida, +8 more locations.

📋 Description

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

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

• Lead the product backlog and define features, which encompass user stories, acceptance criteria, process requirements, and business outcomes.

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

• Assess and enable 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.

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

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

• Influence senior stakeholders and cross-functional teams using product narratives, data-driven recommendations, and quantifiable business outcomes.

• Promote a proactive Service Operations model that minimizes repeat incidents, expedites resolution and root cause analysis, enhances knowledge quality and self-service adoption, and encourages responsible AI usage.

⛳️ Requirements

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

• A minimum of 8 years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.

• Experience serving as a Product Owner or Product Manager tasked with product strategy, roadmap development, solution design, backlog management, requirements definition, user story creation, and feature delivery.

• Extensive expertise in ServiceNow products, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.

• Experience leading products or capabilities specifically within Incident Management, Major Incident Management, Problem Management, or Knowledge Management.

• Proven ability to influence senior stakeholders and lead cross-functional teams within a matrixed organization without direct authority.

• Experience 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 of launching enterprise products from discovery and MVP stages through to scaled implementation, adoption, and continuous optimization.

🏝️ Benefits

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

• Comprehensive 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 coverage.

• Long-term disability coverage.

• Life insurance.

• Flexible work location options.

• Remote work possibilities.

• Occasional travel to Humana offices for training or meetings.

• Home internet service requirement/support for remote or hybrid employees.

• Dedicated workspace to safeguard member PHI / HIPAA information.