Program Manager – Partner Engagement

ServiceNow•Austin, TX

1d•Remote

About The Position

The Program Manager – Partner Engagement Strategy & Transformation is a highly visible, cross-functional role responsible for orchestrating execution, governance, and change management across the Partner Experience Group (PEG). This role serves as the central operating hub for partner-facing initiatives spanning engagement programs business priorities, digital execution, and change management. The individual ensures strategy is translated into coordinated execution, progress is measured through integrated, AI-enabled analytics, and change is adopted effectively across internal teams and the partner ecosystem. Success in this role requires strong systems thinking, executive presence, and the ability to operate at the intersection of strategy, delivery, and organizational change.

Requirements

8+ years of experience in program management, business operations, digital transformation, strategy execution, or related roles ideally within a B2B enterprise, SaaS, or partner/channel ecosystem.
Proven experience translating strategic priorities into executable programs, milestones, and measurable outcomes across digital platforms or enterprise initiatives.
Strong background in stakeholder management, governance, and execution within highly matrixed, global organizations.
Demonstrated experience leading Partner Digital Experience or platform-related initiatives, working closely with Product, UX, Engineering, Analytics, and Digital Technology teams.
Hands-on experience owning change management and adoption planning, including stakeholder readiness, rollout strategy, communications, enablement, and adoption measurement.
Demonstrated ability to define and track KPIs, success metrics, and performance frameworks, and to surface risks, tradeoffs, and insights to executive stakeholders.
Experience leveraging data, analytics, and AI-enabled insights (e.g., trend analysis, forecasting, sentiment analysis, automation) to inform execution, prioritization, and decision-making.
Strong analytical and systems-thinking skills. Ability to connect data, partner feedback, and business objectives into clear, executive-ready narratives.
Excellent communicator with the ability to influence without authority and engage effectively with audiences ranging from senior executives to technical teams.
Experience facilitating cross-functional working sessions to align priorities, clarify scope, manage dependencies, and drive decisions.
Ability to operate effectively in ambiguous, fast-paced environments, managing multiple competing priorities with clarity, diplomacy, and accountability.
Demonstrated track record of execution excellence, consistently delivering results under pressure and adapting as priorities evolve.
Collaborative, relationship-driven leader who builds trust, navigates conflict constructively, and turns complexity into alignment.
Curious and growth-oriented mindset, with a demonstrated commitment to continuous learning and improvement, particularly in areas of AI, change management, and modern operating models.
Bachelor’s degree in Business Administration, Strategy, Marketing, Information Systems, Organizational Leadership, or a related field required.

Nice To Haves

Experience with or strong familiarity with ServiceNow’s partner ecosystem is preferred.
Master’s degree (MBA or equivalent) preferred, particularly with a focus in Digital Strategy, Product Management, Organizational Change, or Business Transformation.
Professional certifications are a plus, including but not limited to:
Project Management Professional (PMP), PgMP, or equivalent program management certification
Change Management certifications (e.g., Prosci, ACMP)
Product or Platform-related certifications (e.g., Pragmatic Institute, PMI-PBA)
ServiceNow certifications (CSA or other platform-specific credentials), preferred but not required

Responsibilities

Drive end-to-end execution across planning, dependency management, delivery tracking, and risk mitigation.
Coordinate closely with Product, Digital Technology, UX, and Analytics teams to ensure initiatives ship on time and with measurable impact.
Act as the point of contact between internal stakeholders and Digital Technology teams including product managers, project managers, and engineering leads for partner-facing product issues and enhancements to ensure clear understanding of business goals and delivery accountability.
Translate partner experience priorities into clear execution plans and measurable outcomes for Partner Digital Experience initiatives.
Support PEG leadership with prioritization inputs, sequencing recommendations, and impact assessments across initiatives.
Ensure digital investments are aligned to business goals and demonstrate tangible RO
Serve as the primary program lead and PMO for Partner Digital Experience initiatives, including partner-facing digital platforms and ecosystems.
Establish governance and integration mechanisms across Partner Engagement, Communications, Events, portfolio to ensure alignment on priorities, sequencing, and outcomes
Define operating standards, decision rights, and escalation paths for PEG-led initiatives
Responsible for change management strategy for Partner Digital Experience initiatives and PECE operating changes that impact partners.
Develop rollout plans incorporating stakeholder readiness, communications, enablement, and adoption measurement.
Partner with Partner Communications, Events, and Enablement teams to reinforce adoption through coordinated messaging and activation
Leverage AI-driven insights (e.g., trend analysis, sentiment detection, performance forecasting) to identify risks, opportunities, and optimization areas.
Track KPI progress against defined success metrics and escalate risks and tradeoffs to PEG leadership.
Produce monthly executive readouts focused on Partner Digital Experience and PEG-level performance insights.
Synthesize complex inputs into clear, executive-ready narratives highlighting progress, risks, and decisions needed.
Act as a trusted advisor to PEG leadership on execution health, adoption, and tradeoffs.