Principal Software Product Manager - ServiceNow

About this role

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:   Grade: Technical 412

Pay Range: $180,300.00 - $279,500.00 Job Description

  As the most senior individual contributor within the Product organization, the Principal Software Product Manager leads the strategy, vision, and execution of complex products that span multiple domains and enterprise platforms. In this role, you will help shape how core university services are delivered through ServiceNow and related technologies, driving meaningful outcomes for users while aligning business priorities, technology investments, and customer needs. You will partner with senior leaders, engineers, designers, and stakeholders across the organization to solve complex challenges, influence product direction, and deliver experiences that improve workflows at scale. This is a highly visible role for a strategic product leader who thrives in ambiguity, drives alignment, and turns vision into measurable impact.

What You'll Do • Define and own product strategy and roadmaps across multiple product domains, ensuring alignment with business goals, user needs, and enterprise priorities.

• Partner directly with senior and executive leaders to understand critical business challenges and develop product strategies that drive measurable outcomes.

• Lead cross-functional steering committees and strategic planning efforts to communicate roadmaps, monitor progress, and maintain organizational alignment.

• Collaborate with stakeholders, end users, engineers, UX designers, and product leaders to identify opportunities, define requirements, and deliver impactful solutions.

• Evaluate tradeoffs across customer experience, technical constraints, and business value to make informed, high-impact product decisions.

• Establish and track key success metrics, analyze outcomes, and adapt strategy based on data, insights, and customer feedback.

• Mentor product managers and champion product excellence, modern product practices, and AI-enabled approaches to product delivery.

What You'll Bring • Bachelor’s degree in a related field.

• 10 years of demonstrated experience working as a Software Product Manager, Product Owner, or Group Product Manager, with at least 3 years of those as a Senior or Group Product Manager.

• Professional Product Certification (e.g. Certified Scrum Product Owner (CSPO), Pragmatic Marketing).

• Deep Experience in the ServiceNow platform; technical expertise in preferred but not required.

• Experience working in Agile environments.

• Experience using AI practices & tools for end-to-end product delivery.

• Experience managing multiple types of problems at the same time.

• Proven ability to influence senior leaders, align cross-functional teams, and drive outcomes without direct authority.

• Exceptional presentation, written, and verbal communication skills with experience engaging executive audiences.

• Strong customer focus with deep expertise in product discovery, experimentation, and outcome-driven product management.

• Ability to evaluate complex tradeoffs and prioritize investments that deliver the greatest value at the right time.

• Demonstrated ability to develop business cases, conduct ROI analysis, and communicate compelling product narratives supported by data.

• Passion for innovation and a track record of introducing new product practices, technologies, and AI-enabled ways of working.

Bonus Points • Master’s degree in a related field.

• Experience in Education Technology.

• Certified in Change Management.

Experience in Lieu of Education Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is at the discretion of the hiring manager.

What to Expect At WGU, our mission drives everything we do, including how we hire. Our interview experience is designed to give qualified candidates the opportunity to show their best work through meaningful conversations and collaboration. We thoughtfully review every application and invite forward the candidates whose experience and potential best align with the role and our mission. • Hiring manager interview

• Panel interview

• Engineering Senior Leader interview

Work Location This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Visa Sponsorship While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Travel Requirement This position requires occasional travel of up to 20%, including required attendance at designated company summits (ty

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