Senior Manager, Support Content Experience

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™.

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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

Senior Manager, Support Content Experience

As a content strategist and an expert in customer success and enablement through multi-channel support journeys, your purpose is to design a Support content experience that leads customers to the right high-quality, relatable, findable, personalized content in their flow of work within our self-help portal. This role provides a unique opportunity to be a game changer in a rocket ship, as one who doesn’t settle for status quo, brings courageous and innovative ideas, and unparalleled results.

You are a driver, thought leader, people oriented, results driven, and established as an expert in this field.  You have demonstrated success implementing and overseeing self-service content optimization across teams and types, building and executing technical visions for best-in-class content generation (GenAI), optimization, and governance that have resulted in case volume reduction due to increased content consumption in self-service.   Key to success in this role is establishing and driving governance among multiple stakeholders and business partners beyond Support, including Digital Customer Experience and Personalization, Community, Branding, Social Media, Product Content, and Customer Enablement.  

Your goal is enable customers to self-serve more frequently and confidently by using case insights to inform the approach.  Impact: This role will reduce customer effort and improve the customer experience by improving the self-service experience and reducing the need for customers to create cases.  

What you get to do in this role:   

• Establish and execute our Support content management, enablement and technical strategies that generate, maintain, and distribute the right content at the right time along the customer self-service experience. Devise a cross team content governance framework to reduce top case drivers and drive results within it.  
• Spearhead and drive ongoing content optimization projects to improve quality, findability, relatability. This will be in the form of introducing a game-changer technical vision with roadmaps to optimize our Service Portal and Community, transforming our Top Case Driver program to become a run-the-business function, ensuring content that Generative AI produces meets customer needs and quality standards, and building a unified Content Health strategy and dashboard. 
• Establish and execute Support’s technical and engagement Community strategy, ensuring customers can easily navigate to the right channels and conversations  
• Build and manage project plans. Drive the activities required to meet deadlines 
• Continuously monitor and evaluate impact while owning and driving related closed loop activities.  
• Create requirements for a unified a content health and impact dashboard that you and others will use to transform critical customer experience data into effective content strategies. 
• Deliver concise and compelling presentations on program strategy, status, impact and outcomes to various audiences 
• Manage multiple projects and priorities with an agile approach, adapting to changing timelines and requirements to ensure high-quality r