Senior Staff Technical Program Manager

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
Organization: Customer Service & Support (CSS) - AI Process Transformation
ServiceNow is the fastest-growing enterprise SaaS and Cloud company, transforming how organizations deliver customer support and enterprise services. We are embedding AI-powered transformation at scale, reshaping service experiences, and driving productivity through intelligent automation.
Within the Customer Service & Support (CSS) division, the AI Process Transformation team plays a critical role in reimagining customer support workflows by embedding AI into end-to-end service processes. From self-service, deflection, and automation to agent augmentation and productivity optimization, our mission is to deliver measurable business outcomes while improving the customer and employee experience.
We are seeking a Senior Staff Technical Program Manager to join this high-impact team and drive the execution of our most strategic AI-led process transformation initiatives.
What you get to do in this role:

• As a Senior Staff Technical Program Manager, you will orchestrate large, cross-functional AI and process transformation programs across CSS, ensuring they deliver measurable business outcomes such as customer satisfaction, agent productivity, and operational efficiency.
  You will:
• Program Leadership & Delivery
  • Drive large-scale, complex AI and process transformation programs within CSS.
  • Drive program execution status across multiple workstreams including oversight of critical program issues, risks, decisions and change requests.
  • Develop program charters, scope, milestones, success criteria, and executive reporting.
  • Establish governance models and cadence to align cross-functional stakeholders (Product Management, BPM, Engineering, Data Science, Operations).
• AI & Process Transformation
  • Partner with business product managers, AI/ML engineers, and operations leaders to design and deploy AI-first processes (e.g., agentic AI, self-service search, case deflection, in-case automation, SLA communication).
  • Anticipate risks, manage dependencies, and resolve blockers to accelerate AI adoption.
  • Ensure new processes deliver measurable value (e.g., FTE savings, TSE productivity, case avoidance/deflection).
• Stakeholder Engagement
  • Influence and collaborate with senior leadership across CSS, Engineering, and IT.
  • Prepare executive-level updates showcasing ROI, adoption, and transformation milestones.
  • Drive cross-functional alignment by facilitating program reviews, retrospectives, and roadmap prioritization.
• Operational Readiness & Change Management
  • Ensure AI-driven processes and solutions are production-ready and embedded into day-to-day operations.
  • Partner with Change Management and Enablement to deliver training, documentation, and adoption support.
  • Institutionalize learnings and best practices across CSS for continuous improvement.

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.
• Prior experience integrating AI into enterprise workflows (e.g., decision automation, AI-powered search, chatbots, agent augmentation, predictive analytics).
• Knowledge of customer service/support processes and tools (CRM, Knowledge, Community, etc.).
• Project/Program Management certifications (Scaled Agile, Agile PM, PMI, PRINCE2, MSP).
• Proven success driving measurable business outcomes (e.g., productivity gains, FTE savings, case deflection/avoidance, improved customer experience).
• Excellent organizational, facilitation, and leadership skills to drive cross-functional alignment and delivery.
• Strong executive communication and presentation skills.
• Familiarity with ServiceNow platform or other enterprise workflow tools.

Basic Qualifications:

• 10+ years of program/project management experience, with 4 + years leading large-scale engineering, AI, or process transformation programs in a global setting.
• Advanced degree in Computer Science, Information Systems, or related technical field.
• Strong technical background with experience in AI/ML-powered processes, enterprise SaaS, cloud, or operations environments.

For positions in this location, we offer a base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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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