Staff Technical Program Manager

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

Team & Role

Organization: Customer Service & Support (CSS) – AI Process Transformation

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 Staff Technical Program Manager to join this high-impact team and drive the execution of our most strategic AI-led process transformation initiatives.

What you get to do in this role:

• As a Staff Technical Program Manager, you will orchestrate large, cross-functional AI and process transformation programs across CSS, ensuring they deliver measurable business outcomes such as customer satisfaction, agent productivity, and operational efficiency.

  You will:

• Program Leadership & Delivery
  • 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).
• AI & Process Transformation
  • Partner with business product managers, AI/ML engineers, and operations leaders to design and deploy AI-first processes (e.g., agentic AI, self-service search, case deflection, in-case automation, SLA communication).
  • 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).
• Stakeholder Engagement
  • 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.
• Operational Readiness & Change Management
  • 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.

Qualifications

Preferred Qualifications:

• 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.
• 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