Staff Technical Program Manager

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 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 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 AIs 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:

• 8 years of program/project management experience with 2  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.
• Solid 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 $147300 - $257800 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 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 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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Remote Work :

Yes

Employment Type :

Full-time