Staff Content 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

At ServiceNow, we embrace representation in and from all professional and personal backgrounds and cultures. This diversity inspires passion and creativity among our teams and propels innovation in our products.

This role will sit within the Experience Team and support Product Content (Technical Writing, Documentation). Program Managers in Product Content are passionate connectors and problem solvers. By supporting the various aspects of the product teams, you will enable content teams to focus their time on writing, testing, and publishing technical documentation. You will improve team communication, collaboration, and remove roadblocks. Finally, you'll utilize a full range of organizational and interpersonal skills to help keep our teams on track, execute specific content initiatives intended to grow team culture, industry expertise, and team impact. You'll have an opportunity to work with cross-functional teams as you establish great ways of working together.

Learn more about our team here https://www.linkedin.com/company/servicenow/life/userexperience/

What you get to do in this role:

• Drive large, organization-level initiatives forward that have multiple stakeholders, competing deadlines, multiple dependencies and many moving parts
• Prioritize, assess tradeoffs, propose clear solutions and communicate strategically
• Own and facilitate meetings to drive progress against goals and objectives and establish clear next steps and owners, while resolving blocks that impede progress
• Proactively assess risk, raise flags, and resolve issues before they become problems for larger teams
• Sought out as an operations expert to the Product Content team and a trusted leader across the company, mentoring and sharing expertise with more junior team members
• Communicate persuasively to the right audience to get buy-in and feedback
• Proactively problem solve and distribute information effectively with a focus on automation, process improvement, and overall efficiency
• Define and measure impact of programs and initiatives both qualitatively and quantitatively, continually refining and iterating to ensure usage and adoption
• Scale programs and initiatives when necessary and delegate effectively with clear expectations
• Collaboratively partner with other teams (Engineering, Design, Product, Business stakeholders, etc.) in the product development lifecycle to shape and prioritize product plans that solve customer problems in ways that deliver on company goals
• Work with GTM teams like marketing, customer support, training, and operations to ensure all content is accurate and ready for publication.

Qualifications

Preferred Qualifications:

• 7+ years of project/program management experience in mid/large size companies, ideally on a design team
• Experience handling complexity and navigating ambiguity with teams on large scale projects from concept to execution
• Experience working directly with writing, design, and research teams
• Track record of operating independently and without oversight
• Experience using data to identify problems and communicate solutions
• Expert understanding of the software development lifecycle in relation to agile best practices
• Experienced with leading Agile/Scrum methodologies as well as working with and configuring Jira or other work management softwares
• Depth in experience of technical program management practices including coordinating dependencies across teams, reporting on milestones, outcomes, and blockers, and leading successful releases/deployments across complex initiatives

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $158,500 - $277,500, plus equity (when applicable), variable/incentive compensati