Senior Manager, Engage Me Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are seeking a Senior Manager, Engage Me Operations to join our Global People Care Team within Global People Operations to ensure delivery of a differentiated Life-cycle support Experience ServiceNow employees. 

In your role as a Senior Manager, Engage Me Operations, you will be accountable for all global operational outcomes in the assigned scope areas leveraging a global team of talented, passionate Care agents either reporting directly to you, engaged through our People Enablement Center in India (PEC), or sourced through third party outsourcers.  In all cases, you will provide leadership, direction, and coaching.  You will also partner with our Product and Digital Technology teams to build and implement creative and innovative global processes to ensure step improvements and adherence to our customer commitments. You will also work closely with Diversity, Equity, and Inclusion (DEI) and People Insights (PI) leadership to ensure support for their operational needs.

We’re looking for an innovative and data-driven Manager who will globally streamline lifecycle support processes leveraging the best that the ServiceNow HRSD platform has to offer driving scale for ServiceNow today and in the future. We need a data-driven person who can find quick wins to remove immediate operational roadblocks, create the future state process for the global operation, while enhancing the employee experience. We need a person with a builder’s mindset who can leverage strategic and operational abilities to develop, implement, and drive programs to ensure we are driving scale.

A role in the Engage Me Operations team is fast-paced and exists in a very dynamic environment. You’ll need a team spirit, be action-oriented change-champion, able to drive operational efficiency, thrive in an evolving environment and be excited about building and optimizing processes. 

What you get to do in this role: 

• Lead the Engage Me Operations team, working together across your direct reports, the PEC, and our third-party outsourcers to achieve our goals and priorities.
• Be the primary owner and driver of all activity on ServiceNow HRSD platform ensure that all parties are properly managing tickets and backlogs to ensure adherence to Customer expectations.
• Be a master of the data that measures our outcomes ensuring the team is delivering to Customer expectations and driving root cause analysis and action plans where gaps exist.
• Resource and drive great experiences through white glove and live agent support.
• Resource and support all time tracking activities globally.
• Drive and execute projects that will radically improve the effectiveness of our life-cycle processes, with an agile and consultative approach.
• Identify, recommend and partner to drive improvements to life-cycle processes to achieve increased productivity, global consistency, and adherence to our customer commitments.
• Build and maintain productive partnerships with Global People Operations, DEI and PI leadership
• Contribute to cross-functional projects which impact Engage Me Operations.
• Partner with the PEC and our third party outsources to ensur