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 Program Manager for our Customer Support Experience is a global role reporting to a Director of Operations in Technical Support. This role will be responsible for managing the approach and roadmap for how we engage with our customers as they are engaging with us for support. To be successful you will need to work with our Product and Business Owner teams for our customer engagement solutions (ie: Virtual Agent, Web Portals, Community, Search, Knowledge, Product Documentation, etc). You will need to create the vision of how we seamlessly connect these different technologies into a cohesive and unifying experience for our customers so that we can improve self-help adoption, customer engagement satisfaction, and decrease the effort required by our customers to obtain the help they need. This is an individual contributor role that will be required to establish partnerships and work collaboratively within support as well as cross-functionally with other departments, such as internal development, product management, and IT.
 

What you get to do in this role:

In this role not only will you get to create the strategy and vision for our customer experience with our support organization, but you will also get to help implement it and see it come to life! Your first job will be to understand the environment and then create a plan which will include defining a roadmap for the organization and understanding the building blocks required to see that roadmap come to fruition. To build a successful roadmap you will need to bring your own thought leadership, partner with key stakeholders to identify business requirements, seek customer feedback, understand existing challenges and capabilities, and scope out a detailed approach for implementation. Once the roadmap exists your job will be to execute by partnering with our internal development and business teams while seeking feedback along the way and establishing key success metrics.

In addition to setting the strategic vision for the support customer experience, you will:

• Drive implementation of standards, methods, metrics, and procedures for evaluating the quality of our customer support offerings,
• Identify root causes of self-help avoidance or low usage on key support enablement tools,
• Partner with teams to conduct needs assessment and identify capability gaps that need to be addressed,
• Identify key customer support experience KPIs and report on these quarterly,
• Assess level of effort for customers to receive support and work to reduce the level of effort over time,
• Provide recommendations to senior leaders on investment & prioritization areas.

Qualifications

To be successful in this role you have:

• Combined 12+ years of experience with at least 5+ years in a customer design field and 2+ years of support experience
• BS degree in business, software design, support, software development, a related field, or equivalent relevant experience
• Advanced organizational skills with the ability to handle multiple assignments
• Enjoys working in a fast-paced environment; ability to effectively prioritize deliverables with high quality and on-time delivery
• Demonstrated ability to deliver results through highly ambiguous, complex cross-functional and global teams. Flexible and resilient leader with the ability to gain consensus among others and manage sensitive situations
• Excellent verbal and written communications, facilitation, problem solving, analytical, and presentation abilities
• Experience and knowledge of change management principles, methodologies, and tools
• A team player and collaborative worker with a positive attitude
• Hands-on experience with the ServiceNow platform preferred

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.

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