Manager, Product Design, Customer & Partner Experience

ServiceNow•Atlanta, GA

7h•Hybrid

About The Position

This position within Customer & Partner Experience is responsible for designing the ServiceNow digital experiences that Customers and Partners utilize to learn about, adopt, support, and maximize the value of their ServiceNow solutions. The team collaborates to drive customer value and success through AI-native and self-serve digital experiences in portals including Developer, University, Store, Partner Portal, Documentation, Best Practices Library, Universal Profile, and MyNow. ServiceNow University is ServiceNow’s learning platform, giving customers, partners, and employees on-demand courses, guided learning paths, and certifications to build product skills, accelerate adoption, and get more value from the ServiceNow platform. This role in particular will be a hands-on player/coach, where you both manage people, and lead multiple design programs within ServiceNow University.

Requirements

BA/BS degree or higher in Design, Design Communication, Human-Computer Interaction, or equivalent combination of education and experience in other related fields.
Experience participating in the complete product development lifecycle of web and/or software applications.
Experience in user experience design or industry experience (corporate, software, web or agency).

Nice To Haves

3+ years of experience managing people and/or leading design teams
8+ years of experience in UX Design and/or Interaction Design field
Experience in integrating AI into work processes, driving decision-making, and using AI to solve problems.
Strong skills and experience in Enterprise Design or for CRM products
A portfolio of work samples representing your work and approach.
Ability to understand and distill complex problems into clean solutions.
Excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team.
Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos.

Responsibilities

Lead, mentor, and inspire a team of UX designers, fostering a collaborative, innovative, and high-performance design culture.
Set clear goals, priorities, and expectations for the team, ensuring alignment with product vision, company strategy, and user needs.
Guide designers through the full product lifecycle - from research and ideation to prototyping, testing, and delivery - while promoting best practices in UX design.
Provide regular feedback, coaching, and career development opportunities to grow individual skills and team capabilities.
Ensure effective collaboration between designers, product managers, engineers, researchers to deliver cohesive, user-centered solutions.
Collaborate cross-functionally with product management and engineering, from strategy definition, release planning, product architecture through tactical execution of product roadmaps.
Oversee the team’s use of Design Systems, encouraging consistency and scalability while driving contributions to system evolution.
Empower the team to distill complex problems into actionable design goals, guiding them through rapid iterations and informed decision-making.
Promote knowledge sharing and alignment across distributed design teams to strengthen impact and efficiency.
Deliver clear, compelling presentations to executives and key stakeholders that articulate the UX vision, product strategy, and design rationale.
Represent the design team in cross-functional leadership meetings, advocating for user needs and experience quality.