AI Adoption Lead
About The Position
We are seeking a highly collaborative and people-driven AI Adoption Lead to lead adoption and change management for our Global Sales Operations organization, as part of the GTM AI Acceleration team. Your role is to ensure that every innovation is implemented, deeply adopted, embedded in workflows, and embraced by teams across the globe. This role will focus on helping build scalable training programs, leading behavioral change initiatives, and activating communities of practice and local champions as the cornerstone of our innovation adoption strategy. These communities will serve as internal incubators for feedback, peer learning, advocacy, and continuous improvement. You'll work hand-in-hand with GTM Engineers, Data Engineer, Project Managers, Enablement Experts, and our Sales Operations teams to shape a strategy supporting the roll-out of new tools and processes, ensuring alignment between product development and user experience. Your work will directly impact AI adoption, and as a consequence improve our volume, value, velocity, and productivity across our Field Operations, Sales Planning, and Partner Operations teams. By aligning people, processes, and AI technology around an adoption experience that truly works, you will improve our customer satisfaction and SOPs productivity, contributing directly to ServiceNow’s ambition of becoming a $30B+ business.
Requirements
- 4+ years in customer success, enablement, change management, learning & development, or similar roles within SaaS or enterprise sales organizations
- Experience working with product and innovation teams to support end-user readiness and success in sales or sales operations organizations
- Proven track record of leading internal or customer-facing technology adoption initiatives
- Demonstrated success in building and scaling global communities of practice and champion programs
- Familiarity with learning platforms, CRM, AI/automation tools, and productivity suites like Microsoft 365
- Proven experience leveraging AI/LLMs (particularly Claude and Copilot) to improve personal output and support technology adoption
- Exceptional communicator and storyteller with a knack for engaging diverse, global teams
- Proficiency in English is needed
Nice To Haves
- additional languages (e.g.: Spanish, French, German) will be highly valued
Responsibilities
- Collaborate closely with the GTM AI Acceleration, Enablement, and SOPs teams to align messaging, materials, and learning experiences with user needs and product design
- Establish and scale communities of practice and local champion networks that act as the backbone for innovation adoption, driving peer-to-peer engagement, feedback, and ideation
- Drive enterprise-level change management, including stakeholder engagement, communications planning, and behavioral reinforcement strategies
- Measure adoption using a combination of system usage, sentiment analysis, feedback loops, and business impact metrics
- Help design and deliver global enablement strategies that support the rollout of new technology and processes
- Lead onboarding, training, and continuous learning initiatives tailored to Sales Operations personas and workflows
- Manage the AI Adoption Strategy (training, communication, recognition, rewards, and communities)
Benefits
- Relocation to West Palm Beach is available and provided by ServiceNow
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
