Alberto Goldston
Product Manager at Twilio
- Role
- Staff Product Manager at Twilio
- Location
- Charlotte, NC, US
- LinkedIn followers
- 500 followers
About Alberto Goldston
I’m a Tech professional with 12 years of experience. My Interests include: product management, AI, all things Disney, music, performing arts and world culture. Skilled in ServiceNow, Integrations, Data & Analytics, Agile Methodologies, Change Management, Business Analysis and much more!
Experience
Staff Product Manager
Jun 2025 — Present · Charlotte, NC, US
Directly responsible for the strategic vision, governance, and operational excellence of the enterprise ServiceNow ecosystem. As the primary Platform Owner, I lead the convergence of traditional ITSM frameworks with cutting-edge AI orchestration to drive frictionless employee experiences and operational scale.Core Responsibilities & Strategic OwnershipValue Stream Roadmap & Strategy: Define and execute a multi-year roadmap for the Service & Support Value Stream, aligning platform capabilities with global business objectives and ITIL best practices.Platform Governance & Oversight: Serve as the end-to-end ServiceNow Platform Owner, managing instance health, technical debt, and architectural integrity for a global workforce.Strategic AI Orchestration: Leading the high-visibility implementation of Honeycomb AI Orchestrator and internal AI chatbot to automate complex workflows and reduce manual intervention across the service desk.Unified Employee Experience: Spearheaded the deployment of Employee Center Pro (ECP), consolidating disparate portals into a unified, mobile-responsive hub for employee resources and support.ITSM Excellence: Driving the continuous improvement of core ITSM modules (Incident, Change, Problem, Request) to ensure high availability and measurable service improvements.Stakeholder & Vendor Management: Managing complex relationships with executive leadership and external partners (including ServiceNow and strategic integrators) to ensure contract compliance, cost optimization, and feature parity.
Education
Universidad Interamericana para el Desarrollo
Bachelor's degree, Information Systems Engineering
2010
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