Web Experience Manager, Product Launches

ServiceNow•Santa Clara, CA

3h•Hybrid

About The Position

We are seeking a strategic Web Experience Manager to define and drive the web experience vision for ServiceNow's product and platform launches. This role will own the complete launch experience arc—from pre-launch anticipation through launch day execution to post-launch engagement—including live stream experiences, registration flows, on-demand content, and integration across ServiceNow.com. The ideal candidate brings deep expertise in digital experience strategy, content strategy, and web design principles, with ability to transform launch objectives into engaging, data-driven web experiences that drive awareness, registration, and conversion. This is a strategic individual contributor role requiring vision-setting capabilities, cross-functional leadership, and subject matter expertise in web optimization and personalization for high-visibility launch moments.

Requirements

7-10 years of experience in digital marketing, web experience management, product marketing, or event marketing with focus on launches or high-visibility campaigns
Proven ability to define and execute digital experience strategies for complex, high-stakes initiatives with multiple stakeholders
Deep expertise in user experience design, content strategy, and web design principles applied to event and launch experiences
Strong track record of creating engaging web experiences for live events, product launches, or major marketing campaigns
Demonstrated ability to connect insights from analytics, research, and design to inform experience strategy and drive measurable results
Recognized subject matter expertise in website optimization, personalization, and conversion tactics
Strategic thinker who can define vision, set goals, manage priorities, and make tradeoffs independently
Strong cross-functional leadership skills with ability to align content, design, analytics, and engineering teams toward shared objectives
Excellent stakeholder management and communication skills with experience partnering with senior marketing leaders
Ability to coach and influence others on communication, stakeholder management, and digital experience best practices
Skilled at building clarity and cohesion across diverse teams during complex, time-sensitive initiatives
Extensive experience using web content management systems for creating launch experiences—Adobe Experience Manager (AEM Sites) strongly preferred
Strong proficiency with web analytics platforms (Adobe Analytics preferred) and ability to monitor real-time performance and derive actionable insights
Experience with testing and personalization platforms (Adobe Target preferred) to optimize launch experiences for different audiences
Understanding of live streaming technologies, video platforms, and how they integrate with web registration and viewing experiences
Knowledge of event marketing platforms, registration systems, and how they connect to web experiences and marketing automation
Familiarity with SEO, accessibility standards (WCAG), and performance optimization for high-traffic launch moments
Understanding of personalization engines, audience segmentation, and dynamic content delivery

Nice To Haves

B2B enterprise or SaaS marketing experience strongly preferred
Experience managing web experiences for major product launches, company announcements, or flagship marketing events
Background coordinating cross-functional launch initiatives involving product marketing, demand generation, events, and corporate communications
Experience with global launches requiring localization and regional coordination
Knowledge of competitive intelligence and how to position launches within market context

Responsibilities

Launch Experience Strategy & Vision
Define the web experience strategy and vision for product and platform launches, ensuring cohesive, engaging digital journeys that align with launch objectives and business goals
Partner with Digital Strategy and Product Marketing teams to understand launch goals, positioning, and content, then translate these into compelling web experience strategies
Create innovative frameworks for launch experiences that build anticipation pre-launch, drive engagement during launch events, and sustain momentum post-launch
Establish best practices and scalable mechanisms for launch web experiences, including templates, content structures, and optimization approaches that can be applied across multiple launches
Anticipate digital experience trends and introduce innovative approaches to launch storytelling, event experiences, and audience engagement
Define success metrics for launch experiences including registration rates, live stream engagement, on-demand viewership, launch day traffic, content interaction, and conversion
Launch Web Experience Ownership
Own the complete web experience for product launches including pre-launch landing pages, teaser campaigns, registration flows, live stream experiences, on-demand replay, and post-launch content
Design and implement web experiences that effectively communicate product value, build excitement, and drive registration and attendance for launch events
Coordinate with Engineering and Product Management teams who own the technical streaming infrastructure to ensure seamless integration between web experiences and live stream delivery
Collaborate with other Web Experience Managers (Homepage, Product Pages, Conversion & Growth) to ensure launch messaging and experiences are integrated across ServiceNow.com
Partner with Studio (Design), Publishing, Localization, and Brand teams to create visually compelling, on-brand launch experiences that work across global markets
Ensure launch experiences are accessible, performant, and optimized for engagement across devices and audiences
Testing, Optimization & Personalization
Lead data-informed optimization strategies for launch experiences, leveraging analytics, personalization, and content strategy to improve engagement and conversion
Design and execute testing programs (A/B tests, personalization experiments) to optimize registration flows, messaging, CTAs, and content hierarchy for launch pages
Integrate analytics, user behavior data, and performance insights to continuously improve launch experience effectiveness
Implement personalization strategies that deliver relevant launch content and messaging based on audience segment, role, industry, or engagement history
Monitor launch performance in real-time, making adjustments as needed to optimize engagement during critical launch moments
Analyze post-launch data to derive insights and recommendations that inform future launch strategies
Cross-Functional Leadership & Coordination
Serve as the strategic lead for all launch web experiences, aligning content, design, analytics, engineering, and marketing teams toward shared launch objectives
Build strong relationships with Product Marketing, Integrated Marketing, Demand Generation, Corporate Communications, PR, and Events teams
Coordinate launch timelines, dependencies, and deliverables across multiple cross-functional teams to ensure flawless execution
Set goals, manage priorities, and make tradeoffs independently while keeping leadership informed and aligned on launch strategies and progress
Lead teams toward aligned experience goals, providing clarity and cohesion across design, content, analytics, and technical implementation
Advocate for user experience and web best practices while balancing marketing objectives, launch timelines, and technical constraints
Coach others on communication, influence, and stakeholder management in the context of high-visibility launch initiatives
Strategic Planning & Continuous Improvement
Develop scalable launch experience frameworks and playbooks that create consistency and efficiency across multiple launches per year
Create mechanisms for quality assurance, testing, and continuous improvement of launch web experiences
Connect customer insights, competitive analysis, and performance data to business outcomes through digital optimization
Stay ahead of industry trends in event experiences, live streaming, digital launches, and product announcement strategies
Share subject matter expertise on launch best practices, optimization techniques, and innovative experience approaches with the broader Web Experience team
Inspire creative thinking about how web experiences support product launch objectives and customer engagement throughout the launch lifecycle

Benefits

health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs

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