Sr. Staff Design Program Manager, Core Business Workflows

ServiceNow•Santa Clara, CA

About The Position

The Sr. Staff Design Program Manager supports ServiceNow’s Employee Experience organization, which is building an integrated entry point for work across HR, IT, Finance, and other business units, powered by agentic experiences, specialized assistants, and connectors. The role is part of an Experience team responsible for enabling effective research, design, and product content processes and delivering thoughtful product experiences. This position partners strategically with the Design VP and leadership team to improve alignment, execution, and organizational effectiveness. It leads organizational initiatives and cross-functional product development programs from strategy through delivery, advocating for Design and UX priorities, quality, and impact. The role operates with a high degree of autonomy to identify organizational opportunities, develop end-to-end plans, engage executive stakeholders, analyze root causes, implement solutions, and monitor their effectiveness. It also develops scalable processes for managing multiple UX projects, contributes to the program management function, shares successful practices and tools, identifies conflicts across product offerings and platforms, and provides stakeholders with clear visibility into program status and portfolio resourcing.

Requirements

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

Nice To Haves

10+ years of project or program management experience in mid-sized or large companies, ideally on a product design or experience team.
Experience leading challenging, innovative, and productive conversations to solve critical strategic and tactical challenges.
Ability to model change-agent behavior and coach others to promote and communicate scalable improvements to execution processes.
Ability to educate cross-functional peers about the discipline and advocate for its value.
Active sharing of knowledge and expertise to support diversity and inclusion and elevate colleagues, teams, and the community of practice.

Responsibilities

Partner with the Design VP and leadership team to drive team communications, operating cadences, and actionable plans that improve alignment, execution, and organizational effectiveness.
Drive executive-level planning and organizational alignment by identifying risks, surfacing opportunities, shaping narratives, and enabling informed decisions across design and cross-functional leadership teams.
Lead organizational initiatives that improve clarity, alignment, and effectiveness and help the design organization scale through growth, transformation, and changing business priorities.
Lead cross-functional product development programs from strategy through delivery, applying knowledge of the product development lifecycle and advocating for Design and UX priorities, quality, and impact.
Independently address organizational opportunities by defining end-to-end plans, engaging executive stakeholders, driving root cause analysis, implementing solutions, and monitoring effectiveness.
Implement scalable processes or solutions to plan and manage multiple UX projects effectively and meet objectives.
Contribute to the development of the program management function by sharing successful practices, frameworks, tools, and lessons learned.
Identify connections and reconcile potential collisions between product offerings, features, and platforms.
Ensure transparency, alignment, and clear communication of program status and overall resourcing across the portfolio to key product development stakeholders.
Lead challenging, innovative, and productive conversations to solve critical strategic and tactical challenges.
Coach others to solicit buy-in, promote change, and communicate scalable solutions that improve execution processes.
Educate cross-functional peers about program management and advocate for the discipline’s value.
Share knowledge and expertise to support diversity and inclusion and elevate colleagues, teams, and the community of practice.