Senior Staff Design Program Manager

Who you are

• BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience
• Experience working on and managing large projects or programs with cross-functional teams
• Deliver solutions and strategies while mitigating or removing obstacles
• Experience utilizing software to keep projects organized, track metrics, and report on progress
• 10+ years of project/program management experience in mid/large size companies, ideally on a product design or experience team
• Leads challenging, innovative and productive conversations to solve critical challenges in both strategic and tactical circumstances
• Models change agent behavior by coaching others to solicit buy-in, promote and communicate new scalable solutions to improve execution processes across our organization and beyond
• Educates cross-functional peers about their discipline and advocates for its value
• Actively shares knowledge and expertise with others to ensure diversity and inclusion with the goal of elevating colleagues, teams, and community of practice

What the job involves

• At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures
• This diversity inspires passion and creativity among our teams and propels innovation in our products
• We are Experience advocates who are responsible for leading the successful execution and delivery of flexible and holistic programs and processes to enable delightful product experiences
• We are creative problem solvers and team leaders by nature, dedicated to building impactful relationships, improving team cohesion and creating efficiencies in the research, design, and product content processes
• Employee Experience owns the future of how work gets done for millions of people, across thousands of companies — one entry point, instead of a dozen disconnected systems scattered across HR, IT, Finance, and every other business unit
• That front door is powered by agentic experiences and specialized assistants underneath: purpose-built agents and connectors that reach into BU systems and complete work, not just answer questions about it
• Serve as a strategic partner to the Design VP and their leadership team, driving team communications, operating cadences, and actionable plans that improve alignment, execution, and organizational effectiveness
• Drive executive-level planning and organizational alignment by identifying risks, surfacing opportunities, shaping narratives, and enabling informed decision-making across design and cross-functional leadership teams
• Lead organizational initiatives that improve clarity, alignment, and effectiveness across teams, ensuring the design organization can scale successfully through growth, transformation, and changing business priorities
• Lead cross-functional product development programs from strategy through delivery, applying a strong understanding of the product development lifecycle while advocating for Design and UX priorities, quality, and impact
• Operates with a high-degree of autonomy, seeks to address long-standing organizational opportunities, and effects change within our Experience Team and our cross-functional partner orgs. To address organizational opportunities, you’ll define an end-to-end plan, engage with executive stakeholders, drive root cause analysis, implement solutions and monitor effectiveness
• You’ll implement scalable processes or solutions to effectively plan and manage multiple UX projects to meet our objectives
• Contribute to the development of the program management function. Share back successful practices, frameworks, tools, and lessons learned that have worked in your Program
• Identify connections and reconcile possible collisions between different product offerings, features, and platforms
• Ensure transparency, alignment and clear communication of program status and overall resourcing across the portfolio to key product development stakeholders

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time