Job DescriptionThe Team: At ServiceNow, we're transforming how organizations manage and optimize supply chain operations through intelligent workflows, automation, and AI. The Supply Chain Operations team is building innovative solutions that help customers gain visibility across complex supply networks, proactively identify disruptions, and rapidly resolve exceptions that impact business performance. Our products enable supply chain, procurement, logistics, and operations teams to detect issues earlier, prioritize actions intelligently, collaborate across stakeholders, and automate remediation at scale.
As part of this fast-growing business, you'll help define the future of Supply Chain Exception Management, partnering closely with engineering, data science, customers, and ecosystem partners to build enterprise-grade solutions that improve resilience, reduce operational risk, and keep global supply chains running smoothly. From integrating with leading ERP, transportation, and warehouse management systems to leveraging AI for predictive insights and automated decision-making, our team is reimagining how modern supply chains operate in an increasingly dynamic world.
What you get to do in this role:- Partner with Engineering to Build: Work hand-in-hand with engineering and data science teams to design, build, and ship supply chain exception management capabilities. Be a true technical partner - diving deep into architecture decisions, system design, and implementation tradeoffs to deliver scalable, performant solutions.
- Contribute to Product Strategy: Design and deliver product features for a fast-growing supply chain operations business unit, with initial focus on supply chain exception management. Collaborate closely with engineering to execute on strategies that deliver value to our supply chain and procurement customers.
- Build the Partner Ecosystem: Work closely with supply chain technology partners, third-party logistics providers (3PLs), transportation management systems (TMS), warehouse management systems (WMS), and ERP vendors to co-develop integrated solutions. Partner with engineering to ensure our platform APIs and integrations enable seamless partner ecosystem expansion.
- Collaborate with Customers: Build relationships with supply chain leaders, procurement teams, logistics operators, and supply chain exception management practitioners through design programs and product advisory councils. Demo and present supply chain capabilities to existing and prospective customers. Champion the customer to the rest of the product management, sales, and marketing organization to influence supply chain product strategy.
- Drive Cross Company Outcomes: Work cross functionally with other product teams and partners to deliver joint product features that deliver value to customers across procurement, logistics, inventory management, demand planning, and exception management. Enable seamless integration between supply chain operations and broader enterprise functions (finance, manufacturing, customer success).
- Win as a Team: Collaborate with a team of dedicated and engaged product managers and engineers with a collective goal of serving supply chain and operations customers at enterprise scale - while building strong partnership relationships that extend our platform capabilities.
QualificationsTo be successful in this role you have:- Deep supply chain domain expertise: 12+ years of product management experience in supply chain, procurement, logistics, demand planning, or inventory optimization - ideally at enterprise software companies or managing complex, multi-stakeholder operations products.
- Supply chain exception management expertise: Demonstrated understanding of exception management workflows, alert prioritization, root cause analysis, and remediation processes in supply chain operations. Experience building products or features that help teams identify, triage, and resolve supply chain disruptions (demand-supply mismatches, supplier delays, inventory exceptions, logistics exceptions).
- Strong technical acumen: Previous experience as a software engineer or deep familiarity with software architecture, APIs, databases, and system design. Comfortable diving into technical discussions with engineering about scalability, performance, data modeling, and infrastructure tradeoffs specific to supply chain exception management systems.
- Partner ecosystem experience: Proven success building products in partner-centric ecosystems or platforms. Experience collaborating with technology partners, system integrators, or ISVs to co-develop solutions. Understanding of how to design APIs and integrations that enable partners to extend platform capabilities.
- Experience in leveraging or critically thinking about how to integrate AI into supply chain processes, decision-making, or problem-solving. This may include AI-powered exception detection, intelligent alert prioritization, predictive exception prevention, automated remediation workflows, or AI-driven supply chain visibility.
- Demonstrated leadership experience and strategic thinking operating at the scale of large enterprise supply chain software products - with proven ability to manage complex product portfolios serving procurement, logistics, operations, and exception management teams.
- Fluency in supply chain operations: Understanding of end-to-end supply chain functions including demand planning, procurement workflows, inventory management, supplier relationship management, logistics optimization, exception management, and supply chain risk management.
- Comfortable with pivoting, learning fast, and communicating with impact - especially when translating between supply chain domain complexity and technical architecture with both engineers and business audiences.
- Be comfortable presenting to and communicating with diverse stakeholders - from frontline exception management teams to C-suite supply chain leaders, engineering teams, and partner stakeholders. Strong ability to translate between technical capabilities and business outcomes (OTIF, forecast accuracy, inventory turns, exception resolution time, cost reduction).
- Strong prioritization skills and the discipline to focus on high-impact activities that drive measurable supply chain outcomes and business value - while balancing direct customer needs, engineering velocity, and partner ecosystem expansion.
- Experience gathering and capturing product requirements from supply chain stakeholders and partners, working with engineering to translate them into technical specifications and architecture decisions that inform a product roadmap balancing operational needs, partner capabilities, and strategic transformation goals.
- Deep curiosity about supply chain customer needs and a track record in building customer relationships, partner relationships, and delivering customer-centric and partner-friendly solutions that solve real supply chain challenges - in close partnership with engineering teams.
FD21
For positions in this location, we offer a base pay of
$171,900 - $300,800, 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 InformationWork PersonasWe 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.
