Sr Staff Product Manager - Cross-APEX Licensing and Entitlement

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started. Join us to put AI to work for people. Role Overview: The Director Cross-APEX Licensing and Entitlement Product Management is the centralized owner connecting end-to-end licensing, entitlement, metering, usage, aggregation, and governance requirements across multiple business units and platform systems. This is an inbound product management role focused on internal systems governance, cross-organizational alignment, and delivery coordination.  This role operates across entitlement management, metering governance, licensing compliance, and consumption-based business model infrastructure. It establishes the single source of truth for how entitlement and usage data is defined, processed, flows across systems, and enforces compliance and audit standards globally. It is the connective tissue between Product, Engineering, Pricing, Legal, Finance, and Compliance teams.  What You'll Own:  Governance & Intake Establish and lead a cross-functional governance board that serves as the single intake point for all licensing, entitlement, metering, and usage-related requirements.  Define and manage the intake process across all participating teams  Assess cross-system impacts before work enters engineering backlogs  Drive prioritization across teams with independent roadmaps and release cycles  Own the governance model, operating cadence, and review board charter  Lead executive reviews for new or modified meters, entitlements, roles, and licensing policies  Entitlement & Usage Data Governance  ​​​​​​​Own the end-to-end definition, documentation, and governance of entitlement, licensing, and usage data across the platform ecosystem.  Maintain the authoritative entitlement and usage data model  Document data flows, integrations, system interfaces, and dependencies  Identify architectural gaps, overlaps, risks, and compliance issues  Serve as the subject matter expert for cross-system interactions  Partner with Legal and Compliance to define licensing rules, audit controls, and escalation processes  Licensing Strategy, Standards & Tooling  ​​​​​​​Define the vision, standards, and tooling that enable scalable, compliant licensing and metering across ServiceNow products.  Establish licensing and metering governance aligned to commercialization, compliance, and product strategy  Develop a multi-year roadmap supporting subscription and consumption-based business models  Drive tooling for entitlement management, usage tracking, license validation, and audit readiness  Create frameworks, templates, and guidance for product teams defining roles, entitlements, and meters  Lead training, enablement, and adoption of governance standards  Release Integration & Cross-System Coordination  ​​​​​​​Ensure successful delivery of entitlement and usage-related changes across a complex, distributed systems landscape.  Coordinate cross-team release planning and integration for interdependent changes  Proactively identify and escalate integration and testing risks  Establish repeatable testing processes for downstream impact validation  Provide visibility into cross-system dependencies, risks, and delivery readiness  Why Cross-APEX:  ServiceNow's shift to AI-native and consumption-based models has exposed gaps in how entitlement, licensing, and usage data flows across interconnected systems. Teams operate on separate roadmaps with no unified intake, governance, or compliance framework. But this fragmentation is also your opportunity to build something transformational—centralizing what's been scattered to eliminate release friction, enable faster shipping, and give the organization the visibility and compliance controls it needs to scale. Required  12+ years of program or product management experience in complex, cross-functional technical environments  Experience with AI usage, consumption, pricing, and packaging models  Customer engagement experience deriving customer insights and translating those into product roadmaps  Demonstrated experience driving alignment across engineering organizations with independent delivery cycles and tooling  Strong technical fluency—ability to understand and document system architectures, data models, integration flows, and compliance requirements without subject matter expert support  Proven ability to establish governance processes, intake frameworks, and compliance controls that are adopted and sustained across organizations  Experience managing backlogs, roadmaps, and release coordination in environments with competing priorities, multiple stakeholders, and misaligned delivery cycles  Excellent written and verbal communication skills—ability to translate technical complexity into clear executive narratives and cross-team documentation  Experience with cross-organizational program coordination and cross-tool dependency management  Preferred  Familiarity with entitlement, licensing, subscription management, or metering systems in a SaaS or enterprise software context  Experience working across multiple organizations in delivery models with interdependent systems  Working knowledge of multiple development tooling environments and the challenges of cross-tool dependency visibility  Prior experience running formal governance boards, review committees, or intake processes  Experience with compliance and audit requirements in licensing a