Manager, Product Design, Impact

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
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.
At ServiceNow, our Product Design team uses their superpower of empathizing, understanding, and applying our users' and customers' needs, with the mission to create product experiences they love. Our designers come from a diverse set of skills and backgrounds - design systems, visual, interaction, content, and product design. At ServiceNow, design has a very intentional seat at the table, so our team collaborates closely with both engineering and product management from the get-go.
Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience/
On the Impact team, we help customers realize value faster, adopt with ease, maintain platform health, and scale confidently-with expert guidance, AI agents, and continuous support. Designers here shape experiences that make complex tools simple, intuitive, and actionable for customers. The work directly influences how global enterprises engage with and succeed on ServiceNow.
What you get to do in this role:

• Lead a team of product designers (junior to staff level) across established product areas, building on strong foundations while driving innovation and usability improvements.
• Act as a player-coach: mentor designers in craft, critique, and problem-solving, while being comfortable stepping into design execution when needed to unblock the team.
• Drive the UX vision and execution of a platform that supports and enhances ServiceNow's product line-simplifying complex, technical systems into clear and compelling user experiences.
• Hold a sharp eye for design quality, raising the bar on execution in Figma and ensuring consistent, high-standard experiences across your team's work.
• Navigate ambiguity and teach your team how to do the same-turning complex, technical, or uncertain product challenges into clear priorities and actionable paths forward.
• Collaborate cross-functionally with product management, user research, engineering, and content, from strategic definition and planning through tactical execution of product roadmaps.
• Inspire and guide your team, collaborate with peer managers across product areas, and communicate progress and strategy upward to VP/SVP leaders with clarity.
• Translate complex enterprise and technical systems into simple, compelling stories-helping cross-functional partners, executives, and customers quickly understand the value of design decisions.
• Evangelize design strategy and product vision across distributed design and product teams, while connecting design strategy to business strategy to influence priorities and outcomes.

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.
• 8+ years of experience in UX/Product Design, with a strong portfolio demonstrating enterprise or technical design work.
• 3+ years of experience managing and growing designers, with proven ability to coach, critique, and hold a high bar for design quality.
• Hands-on design skills in Figma (or similar), with the ability to guide craft execution and step into design work when needed.
• Experience leveraging or applying AI/ML to enhance product processes and workflows, or designing AI-native product experiences.
• Strong storytelling skills-capable of translating complex, technical systems into clear, persuasive narratives for executives, peers, and customers.
• Ability to navigate ambiguity, break down complex problems into clear priorities, and teach teams how to do the same.
• Excellent communication, collaboration, and influence skills, with experience engaging 360°: upwards with execs, sideways with peers, and downwards with direct reports.
• Demonstrated ability to connect design strategy with business strategy, advocating for users while driving measurable product outcomes.
• Expected to demonstrate a high level of initiative, good sense of humor, and a "make it work" ethos

Basic Qualifications:

• BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields.
• Experience participating in the complete product development lifecycle of web and/or software applications.
• Experience in user experience design or industry experience (corporate, software, web or agency).

#UXD
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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