Sr. Manager, Technical Program Management, Experience Team

ServiceNow•San Diego, CA

1d•$171,900 - $300,800•Hybrid

About The Position

This role falls within the Experience Organization, more specifically within the Digital Content and Design organization, a global team that creates digital experiences and content that helps our customers understand and unlock the power of our products to achieve their business and digital transformation goals. We work closely with our product development, design, user research, and engineering partners to deliver just the right information, in just the right way, to support our customers, creating an exceptional product and customer experience.

Requirements

BA/BS degree or higher in Business Management, Computer Information Systems (CIS), Management Information Systems (MIS), Operations and Information Management (OIM) or other equivalent combination of education and experience.
Experience working on and managing large projects or programs with cross-functional teams.
Deliver solutions and strategies while mitigating or removing obstacles.
Experience utilizing software to keep projects organized, track metrics, and report on progress.

Nice To Haves

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 AI's potential impact on the function or industry.
6+ years of leadership and program management experience (minimum 4 years leading teams); non-traditional backgrounds welcome
Experience delivering and running large-scale, cross-functional programs in complex or ambiguous problem spaces where the playbook doesn't exist
Ability to lead across organizational lines without formal authorities with strong stakeholder management and the credibility to influence Product, Design, Support, Marketing, and Sales teams
Experience delivering and running large scale programs
Comfort making decisions and moving forward with incomplete information; you don't need all the answers to chart a course, and you help teams build confidence doing the same
A track record of creating meaningful employee and leadership experiences that drive engagement and job satisfaction
Excellent communication skills across all levels of an organization and multiple functions
Strong stakeholder orientation with the ability to synthesize needs across competing priorities in complex problem spaces
Data analysis capabilities; you use data to validate decisions and drive outcomes (secondary to judgment and adaptability)
Previous experience working within Digital Content, Technical Writing, UX/UI, or Product teams
A self-driven work ethic and ability to work effectively across global time zones
Ability to travel up to 10% of time

Responsibilities

Coach and develop 5 direct reports across global locations, helping them navigate complex, ambiguous programs where the path forward isn't always clear—assessing their strengths, providing training, and building their confidence in managing without prescriptive answers
Build cohesion across a globally distributed team managing technical programs that touch Product, Content Strategy, Support, Design, and Marketing—creating shared language and practices while respecting each program's unique complexity
Own end-to-end delivery of enterprise programs (like agentic content governance) that span multiple departments and operate in the complex-to-complicated space, balancing execution rigor with adaptive problem-solving when conditions shift
Lead with clarity and composure through high-stakes, ambiguous situations where incomplete information is the norm, helping teams make sound decisions and move forward despite uncertainty, while modeling comfort with not having all the answers
Shape and establish best practices for technical program management across the Experience org, pulling from consulting, startup, and matrix environments—building a scalable model that works for both structured programs and exploratory initiatives
Optimize business requirements and marry them with tooling, analytics, and communications initiatives