Sr. Manager, Technical Program Management, Experience Team

Product & ProgramUser Experience DesignFull-timeposted 7w ago

Company Description

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.

Job Description

Team & Role:

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role falls within the Experience Organization, more specifically within the Digital Content and Design organization, a global team that creates digital experiences and content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.  

What you get to do in this role:

Coach and develop 5 direct reports across global locations, helping them navigate complex, ambiguous programs where the path forward isn't always clear—assessing their strengths, providing training, and building their confidence in managing without prescriptive answers
Build cohesion across a globally distributed team managing technical programs that touch Product, Content Strategy, Support, Design, and Marketing—creating shared language and practices while respecting each program's unique complexity
Own end-to-end delivery of enterprise programs (like agentic content governance) that span multiple departments and operate in the complex-to-complicated space, balancing execution rigor with adaptive problem-solving when conditions shift
Lead with clarity and composure through high-stakes, ambiguous situations where incomplete information is the norm, helping teams make sound decisions and move forward despite uncertainty, while modeling comfort with not having all the answers
Shape and establish best practices for technical program management across the Experience org, pulling from consulting, startup, and matrix environments—building a scalable model that works for both structured programs and exploratory initiatives
Optimize business requirements and marry them with tooling, analytics, and communications initiatives

Qualifications

Preferred Qualifications:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
6+ years of leadership and program management experience (minimum 4 years leading teams); non-traditional backgrounds welcome
Experience delivering and running large-scale, cross-functional programs in complex or ambiguous problem spaces where the playbook doesn't exist
Ability to lead across organizational lines without formal authorities with strong stakeholder management and the credibility to influence Product, Design, Support, Marketing, and Sales teams
Experience delivering and running large scale programs
Comfort making decisions and moving forward with incomplete information; you don't need all the answers to chart a course, and you help teams build confidence doing the same
A track record of creating meaningful employee and leadership experiences that drive engagement and job satisfaction
Excellent communication skills across all levels of an organization and multiple functions
Strong stakeholder orientation with the ability to synthesize needs across competing priorities in complex problem spaces
Data analysis capabilities; you use data to validate decisions and drive outcomes (secondary to judgment and adaptability)
Nice-to-have: Previous experience working within Digital Content, Technical Writing, UX/UI, or Product teams
A self-driven work ethic and ability to work effectively across global time zones
Ability to travel up to 10% of time

Basic Qualifications:

BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
Experience working on and managing large projects or programs with cross-functional teams.
Deliver solutions and strategies while mitigating or removing obstacles.
Experience utilizing software to keep projects organized, track metrics, and report on progress.

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 Information

Work Personas

We 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.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.