Senior Manager, Product Governance - Digital Customer Experience (dCX)

Company Description

This position can be based 100% remotely anywhere in the United States. 

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 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're proud to be one of FORTUNE's 100 Best Companies to Work For® and World's Most Admired Companies® 2022.

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

Job Title: Senior Manager, Product Governance, Digital Customer Experience (dCX)
Location:  Remote USA

Company

Work matters. It’s where we spend a third of our lives. And the workplace of the future is going to be a great place. We’re dedicated to bringing that to life for people everywhere. That’s why we put people at the heart of everything we do.

People matter. Our people have a passion for learning, building, and innovating. Whether you’re an engineer, a sales professional, a finance professional, or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.

Team

The Product Governance team is a critical enablement, orchestration, and operational excellence center for ServiceNow’s Digital Customer Experience (dCX) products. Serving thousands of customer interactions every day requires well-run digital products, which are powered by streamlined, intelligent processes, solutions, and support resources. This team is at the core of this engine, spanning process mastery, data fluency, and operational rigor that allows the dCX organization to be brilliant at the basics.

Role

To ensure success, we are looking for a Product Governance Leader to drive complex process improvements and transformation initiatives across dCX, optimizing for speed, experience, and data-driven decisions. The Senior Manager of Product Governance carries strong executive presence, influencing and leadership capabilities, and experience in process engineering, operations, and analytics. In partnership with key dCX stakeholders, s/he will be driving product rigor and maturity through robust and scalable governance and operating models.

What you get to do in this role:

• Lead a team of process design, application support, and product data specialists.

• Drive the design, launch, and governance of common, end-to-end processes across all Digital Customer Experience products and underlying services.
• Drive the assessment, quantitative analysis and identification of current state processes, pain points and barriers, then prioritize and recommend process improvement efforts to ensure long-term organizational efficiency and scale.
• Define and enforce process and operational standards, including prioritization criteria, service and performance targets, data instrumentation, as well as release and support readiness criteria.
• Measure, monitor, and evaluate the effectiveness of governance and operational improvements post implementation and make appropriate future enhancements to optimize efficiency and effectiveness.
• Establish operating rhythms such as monthly or quarterly reviews across key dCX stakeholders, including Technical Product Managers, Engineering leads, and dCX senior and executive leadership.

• Promote continuous process improvement practices through process metrics/KPIs, dashboards and role accountabilities.

Critical Success Behaviors

• Influencing