Director, Digital Support Services

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
We are seeking an innovative and customer-obsessed Director of Digital Self-Service to lead the next evolution of our customer support experience. This role will own the strategy, roadmap, and delivery of our global CSS self-service platform, with a laser focus on avoidance, deflection, personalization, and AI-powered automation.
As a thought leader and execution owner, you will partner with product, support, engineering, marketing and IT to reimagine the way our customers get help from search to resolution across our portal, in-product experiences, and virtual agents.
What you get to do in this role:

• Define and lead the self-service strategy to improve case deflection, reduce resolution time, and enhance customer satisfaction across our portal and digital channels.
• Own the roadmap for the self-service experience, including GenAI-powered search, knowledge surfacing, virtual agent capabilities, federated content, support communities and embedded help.
• Drive adoption of agentic and proactive support solutions that allow customers to self-diagnose and resolve issues before they reach support.
• Partner with analytics teams to monitor funnel metrics and deflection KPIs - including journey mapping from Google to case resolution.
• Establish and run a cross-functional Self-Service Council for intake, prioritization, decision rights, and release/rollback criteria.
• Collaborate cross-functionally with Knowledge, Community, Marketing, Engineering, Support, and Product teams to unify the digital support experience.
• Lead experimentation and pilot programs for innovative experiences like "auto-fix," predictive recommendations, and GenAI copilots.
• Advocate for customer-centric design, accessibility, and personalized self-service experiences tailored by persona, entitlement, and behavior.
• Champion continuous improvement through closed-loop feedback, A/B testing, and platform optimization.

Qualifications
To be successful in this role you have:

• 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.
• Deep understanding of customer support ecosystems, case deflection levers, and knowledge management best practices.
• Demonstrated experience implementing or scaling GenAI, virtual agents, or semantic search in support or product environments.
• Proven track record of driving measurable improvements in digital support KPIs.
• Strategic thinker with strong execution skills and the ability to align stakeholders across functions.
• Strong user empathy and a passion for creating frictionless customer experiences.

Basic Qualifications:

• 10+ years of experience in digital support, self-service platforms, product management, customer experience strategy in a SaaS or enterprise software environment.

JV20
For positions in this location, we offer a base pay of $217,500 - $380,700, 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 [email protected] 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.
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