layiq

/la·yiq/adjective

worthy; deserving; fitting; suitable.

A role, opportunity, or path that merits attention, time, and pursuit.

LAYIQ - Principal Product Manager - WEM Analytics and Planning at ServiceNow

To be successful in this role you have: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
8+ years of experience building and delivering enterprise or SaaS products, with at least 4+ years in a product management role owning end‑to‑end execution.
Proven experience building and deploying Workforce Engagement Management (WEM) capabilities for contact centers within a CRM omnichannel environment.
Strong hands‑on expertise across scheduling and forecasting, real‑time monitoring of channels, coaching and skill management, and team performance management for contact center operations.
Deep understanding of contact center operations, including omnichannel demand patterns, workforce constraints, supervisor workflows, and operational KPIs.
Demonstrated experience working closely with UX, engineering, and data/AI teams to deliver scalable, enterprise‑ready capabilities.
Strong product judgment when applying AI‑driven solutions, with focus on explainability, trust, and human‑in‑the‑loop decision making.
Ability to work directly with enterprise customers to gather requirements, validate solutions, and drive the adoption of complex operational products.
Experience in working directly with Customers, Sales, and Engineering, preferably in North America or Europe
Excellent written and verbal communication skills, with the ability to clearly articulate product decisions to stakeholders at multiple levels.
High energy, self-starter with an aptitude for learning new technologies
Previous experience as an engineer in development, quality assurance, or DevOps/CloudOps during the early stages of one's career is considered advantageous.
FD21
For positions in this location, we offer a base pay of $166,500 - $291,400
, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location.
Learn more here
. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal 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, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

Principal Product Manager - WEM Analytics and Planning

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