Web Experience Manager, Product Launches

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

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.

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