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San Diego, CA

Sr. Manager, Customer Engagement at ServiceNow (San Diego, CA)

| San Diego, CA
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Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
Description: This role will partner with our customers and create multiple forums and engagement models to ensure we are aligned on their overall priorities and gain clarity on short-term and long-term requirements (globally). This role will also provide ongoing updates on all new features/functionality as it relates to accessibility in a forward-thinking fashion (A11Y friendly Videos, presentations etc.). This role will also help drive internal accessibility compliance and initiate Awareness forums for all applicable teams.
This role will partner with our customers to align on realistic expectations for accessibility compliance and ensure they are fully aligned with our overall roadmap This role will also be responsible for the generation of customer specific analytics including, categorization of most common issues, utilization of 3rd party accessibility tools and unique needs and restrictions based on different geographies.
What you get to do in this Role:
  • Work directly with some of ServiceNow's most visible customers and create open, transparent and long-term relationships
  • Create open communication & engagement forums to ensure we are aware of our customers priorities
  • Partner with Engineering and Reporting/Analytics to create a mechanism to review our customers Accessibility priorities and ensure we align on prioritization
  • Work across all ServiceNow internal teams to significantly increase Accessibility awareness including internal communication, documentation, tools, forums etc.
  • Create a short-term Accessibility roadmap to ensure we mitigate any potential risk across our global customer base
  • Create a long-term roadmap to ensure we ultimately become recognize as an industry leader in accessibility
  • Partner closely with multiple teams across ServiceNow to ensure we implement a scalable/long term approach for compliance
  • Create a new execution model where adaptive users can provide more feedback and insight
  • Ensure we're constantly optimizing all internal and external resources that support overall compliance and growth
  • Partner with global consortiums and share feedback and insight on future roadmaps
  • Work with multiple teams on the optimal approach to track and measure success
  • Assist in driving specific standards to ensure we have a continually improving SDLC
  • Drive adoption of Accessibility best practices
  • Become a champion for Accessibility across ServiceNow and increase overall awareness
  • Provide critical insights and up-to-date status to our executive team (including our CTO and CISO) so they can make informed decisions on program prioritization and resource allocations

To be successful in this role you have:
  • 10+ years of experience that includes people and technical program management
  • Experience working on and a passion to drive Accessibility forward
  • Ability to manage/lead teams and inspire overall positivity and a healthy, productive working environment
  • Ability to create new teams and help drive specific deliverables
  • Having directly worked on Accessibility Initiatives in prior role/s
  • History of managing highly engaged, successful teams
  • Ability to thrive in a rapid growth, fast-paced environment
  • Excellent communication skills at all levels of an organization and across all functions
  • PMP, Six Sigma and/or Agile certifications are a plus

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.
All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.
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 .
Work personas
Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.
Required in Office
A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.
A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.
A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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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.

Volunteer in local community
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Happy Hours
Professional Development Benefits
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.


Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.


Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.


Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.


Senior Manager, Global Sales Development

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