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Senior Manager, Customer & Partner, Customer Experience Strategic Operations

| South Bay +80 more | Remote | Hybrid
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Company Description

 

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

 

Job Description

 

The Role

As a member of the Customer Experience Strategic Operations team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across our customers’ end-to-end journey. You will serve as a thought leader, business partner to senior leader, innovation driver, and critical connector across our customer experience and strategic operations teams.
You will be expected to be player and coach - rolling up your sleeves to get work done while also structuring workstreams and providing guidance to others. You are expected to be able to drive work cross-functionally across ServiceNow in support of C-suite priorities.

In this role you will work on highly complex problems and help senior leaders and the executive team to design, prioritize and execute our/their customer experience goals. Examples include: building a customer-centric culture, incorporating customer insights into ongoing strategic projects, partnering with our broader-Customer Experience team on design thinking events.

Preferred candidates will have not only several years of top-tier management consulting experience and a background and passion in design thinking and customer experience.

What You Get To Do In This Role
 

· Work on critical strategic projects; work cross functionally to structure problems, develop hypotheses, conduct analyses to turn data into meaningful insights, and drive solutions and actionable recommendations and results through a rigorous, data-driven process.

· Be part of the end-to-end lifecycle of a project, from strategy to operationalization to execution to results

· Bring the voice of the customer the organization: understand and draw insights from key industry, customer trends, and customer/partner feedback to provide insight

· Partner cross-functionally with to develop and execute culture change plans that puts the customer at the center of everything we do

- Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution

 

Qualifications

 

In order to be successful in this role, we need someone who has:

· 5-8+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in management consulting, tech strategy

· Direct experience in Customer Experience, Customer Insights, or Market Research, including experience and/or knowledge of design thinking principles and leading or facilitating workshops to cultivate design thinking innovation process.

· Experience working on large strategic initiatives from framing the problem, conducting research / analysis, building business and operational plans, and driving execution through to success; ability to multitask

· Effective and mature communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions

· Effective at building relationships, collaborating, and influencing others; experience working with senior executives across various geographies and functions

· Experience in building trusting relationships and influencing others (incl. executive audiences)

· Strong people development and leadership skills; able to manage multiple extended or virtual teams

· Self-starter who thrives and can multitask in fast-paced and often ambiguous environments

· Expertise in the enterprise software/ SaaS industry a plus

Education

· MBA from a top-tier program

- Bachelor’s degree with strong academic performance.

 

Additional Information

 

ServiceNow is an Equal Employment 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.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

 

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases

An Insider's view of ServiceNow

How would you describe the company’s work-life balance?

I’m so proud of the way ServiceNow has continued to evolve as an employer who takes care of their people. We have generous parental leave; benefits to support our physical, emotional, and financial wellbeing; an incredibly supportive community; and a culture of trust that manifests in how we work.

Jaime

Vice President and Global Head, Talent Brand

What does your typical day look like?

If I could clarify one thing about being an engineer, we're a lot more collaborative than people think. Engineers can be seen as always sitting by themselves in front of a computer in a dark room and code just streaming down it. However, we work closely with project managers and designers to create the best product for customers.

Viviana

Senior Machine Learning Engineer

How does the company support your career growth?

My experience with Launchpad was humbling and eye-opening. I connected with many other early career individuals and discussed imposter syndrome. Being able to voice that and not feel alone in that feeling, I was like, "Wow. I don't have to know everything." There's still room for me to grow, and there's grace there.

Alexander

Diversity and Inclusion Analyst

What is your vision for the company?

We want to create a place where people want to come to work every day and do what they enjoy–where they feel challenged, collaborate with colleagues around the globe, and know what they're doing matters. It is really humbling to work with so many hardworking individuals who also want to see each other succeed and who are building something great.

Pat

Chief Technology Officer

What’s the vibe like in the office?

ServiceNow has always been a place where we work really hard, but we play hard. We like each other, and I can honestly say that in 11 and a half years, I have never once had a single colleague say to me, “That's not my job.” Everyone jumps in and is supportive. I've never had that experience working for another company.

Suzanne

Principal Training and Adoption Lead

What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Employee resource groups
Employee awards
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Onsite office parking
Onsite gym
Professional Development Benefits
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Online course subscriptions available

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