We deliver digital workflows that create great experiences and unlock productivity.
Houston, TX

Director of Digital Learning Platform (Houston, TX)

| Houston, TX
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Company Description
About Digital Technology
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.
We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers-when you work in ServiceNow Digital Technology, you work for them.
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
The Team
Come join our team as we create the industry leading Go-to-Market & Customer Success Digital Ecosystem. Now Learning is a strategic platform to engage, educate and enable ServiceNow's eco system of partners and customers.
Now Learning is about growing the market of ServiceNow experts and their personal career journeys, with almost 40,000 certified professionals, 60,000 active users per month, and close to one million course completions. Now Learning is a very strategic and critical part of our Digital Customer Experience (dCX).
The Role
This leader will be the Director of Digital Learning Platform for Now Learning reporting directly to the Director of Digital Learning Platform. The Director of Digital Learning Platform will work closely with the Product Management and Business Management in the Training function and across the company to help ensure that Now Learning is meeting the goals both internally at ServiceNow and externally with partners and customers.
Portfolio management, product roadmap, release management, cost-to-serve, business value realization and CSAT are key elements of this position.
Metrics for success include adoption and consumption, revenue enablement, and customer satisfaction.
What you get to do in this role:
Product Strategy
  • Understand the digital learning space and the competitive landscape
  • Understand ServiceNow Product roadmap and features that Now Learning should plan to leverage and adopt
  • Engage internal stakeholders and partners to obtain necessary inputs to support product strategy & roadmap, get buy-in/commitments, and manage expectations

Customer Insights
  • Understand how customers are using the product, what they like and don't like, and what they are having issues with
  • Create and maintain a Product CSAT for Now Learning
  • Be the voice of the customer and provide a technical and business perspective on value

Product Planning, Execution and Release Management
  • Gather, prioritize, and define technical requirements for each release
  • Create alignment with other teams and Business Functions in partnership with the Training and Communications teams

  • Work with Director of Digital Learning Platform on an on-boarding plan for new talent
  • Support the business owners with product enablement and adoption while driving training and communications

The Team
  • Lead and develop a global team with analysts, support team, and platform administration
  • Support a people-centric culture that continuously strives towards best practice and solutions excellence

In order to be successful in this role, we need someone who has:
  • 10+ years of professional experience in Product Management, leading technical teams to build exceptional customer experiences.
  • Strong leadership skills
  • Excellent verbal and written communication skills and an engaging personality.
  • Able to influence, guide and convince.
  • Has a history of having been a thought-leader who people follow and admire
  • Experience in the learning space preferred
  • Experience working with ServiceNow preferred
  • Strong prioritization skills and the discipline to focus on high impact activities
  • Demonstrated experience in gathering and transforming product requirements into an actionable product roadmap
  • Exceptional problem-solving skills
  • Passion for design thinking, product management and creating experiences customers and clients love
  • A proven ability to effectively interface with a diverse range of roles at all levels.
  • Demonstrated ability to work collaboratively in a fast-moving, team environment with ambiguity and complexity

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.


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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.


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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.


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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.


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