Senior Staff Technical Program Manager

ServiceNow-posted 3 months ago
$187,600 - $328,300/Yr
Full-time • Senior
Santa Clara, CA
5,001-10,000 employees
Professional, Scientific, and Technical Services
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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 Senior Staff Technical Program Manager to join this high-impact team and drive the execution of our most strategic AI-led process transformation initiatives.

  • 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).
  • Partner with business product managers, AI/ML engineers, and operations leaders to design and deploy AI-first processes.
  • 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).
  • 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.
  • 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.
  • 10+ years of program/project management experience, with 4+ 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.
  • Strong technical background with experience in AI/ML-powered processes, enterprise SaaS, cloud, or operations environments.
  • Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
  • 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.
  • Base pay of $187,600 - $328,300, plus equity (when applicable), variable/incentive compensation and benefits.
  • Health plans, including flexible spending accounts.
  • 401(k) Plan with company match.
  • ESPP, matching donations.
  • Flexible time away plan and family leave programs.
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