Senior Lead Product Manager, Service Operations (ServiceNow)

Location: Remote, with hiring preferred near hirify.global offices in Louisville, Dallas, Atlanta, Boston, New York City, Chicago, Washington, D.C., Nashville, Fort Lauderdale, and Tampa; occasional travel to hirify.global offices may be required.

Salary: $126,300–$173,700 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare and insurance company providing healthcare and insurance services to people with Medicare and Medicaid, families, individuals, military personnel, and communities.

What you will do

• Own the Service Operations product portfolio across Incident Management, Major Incident Management, Problem Management, and Knowledge Management.
• Drive ServiceNow platform enhancements, integrations, upgrades, workflow capabilities, and lifecycle management.
• Define product strategy, roadmaps, backlogs, user stories, acceptance criteria, process requirements, and business outcomes.
• Evaluate and enable generative AI, agentic AI, automation, virtual agents, and intelligent workflows for operational efficiency and incident resolution.
• Partner with engineering, operations, security, risk, audit, and business stakeholders to deliver scalable platform capabilities.
• Establish success measures and lead products from discovery and MVP development through enterprise launch, adoption, optimization, and lifecycle management.

Requirements

• Bachelor’s degree in Information Technology, Computer Science, Engineering, Business Administration, Management Information Systems, or a related field.
• 12 or more years of experience in product management, technical product management, ITSM product ownership, or enterprise IT platform leadership.
• Experience as a Product Owner or Product Manager responsible for product strategy, roadmap development, solution design, backlog ownership, requirements definition, user stories, and feature delivery.
• Deep, expert ServiceNow experience, including platform strategy, workflow design, integrations, upgrades, and lifecycle management.
• Experience leading products or capabilities in Incident Management, Major Incident Management, Problem Management, or Knowledge Management.
• Experience influencing senior stakeholders and leading cross-functional teams in a matrixed organization without direct authority.

Nice to have

• Master’s degree or MBA in Business Administration, Information Systems, Computer Science, Engineering, or a related field.
• ServiceNow CSA, CIS, CAD, or other relevant ServiceNow certifications.
• Experience evaluating or implementing generative AI, agentic AI, virtual agents, intelligent automation, or AI-assisted service management.
• Working knowledge of ITIL practices, enterprise SaaS architecture, APIs, workflow engines, and IT operations technologies.
• Experience defining and measuring incident reduction, mean time to resolution, repeat incident prevention, knowledge adoption, self-service utilization, or process automation outcomes.
• Experience launching enterprise products from discovery and MVP through scaled implementation, adoption, and ongoing optimization.

Culture & Benefits

• Remote work with occasional office travel for training or meetings; a dedicated workspace and internet service with at least 25 Mbps download and 10 Mbps upload are required.
• Medical, dental, and vision benefits.
• 401(k), paid time off, company and personal holidays, paid parental and caregiver leave.
• Short- and long-term disability, life insurance, and other whole-person well-being benefits.
• Full-time schedule of 40 hours per week.