Senior Support Quality Program Manager

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

Description: As an experienced program manager in customer experience, your purpose is to influence and execute the Support Quality strategy, enabling our support engineers to and managers to deliver a best in class support experience every time.  

You are a driver, thought leader, people oriented, and results driven.   You have demonstrated success implementing and overseeing programs that have resulted in continuous improvement of the customer and support engineer experience in an enterprise support environment that resulted in improved customer satisfaction. You are experienced and passionate about infusing a Quality within daily work through learning, coaching, and evangelism.  

Your goal is to enable our support organization to deliver amazing customer experiences through skills, processes, and tools.  Impact: This role will improve the customer and support engineer experience, improving satisfaction and reducing customer effort of technical support engineers.  

What You Get To Do In This Role:  

• Provide expert guidance to maximize the quality of our customers’ support experience; Employ industry best practices while initiating innovative methods that fit our business needs, influencing a world class customer support experience using the ServiceNow platform 
• Nurture a culture of Quality; Optimize and embed Support Quality practices within our culture; strengthen links between systems and people through enablement activities such as training, evangelism, and coaching 
• Oversee all Support Quality related initiatives, including process optimization and governance, case handling guidelines, CSAT survey closed loop processes and activities and system enhancements  
• Build, manage, and execute on project plans. Oversee and adjust priorities based on business needs.  
• Build reports and work with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings; Concisely package and present findings to various audiences.  
• Monitor and evaluate case handling quality while consuming overall feedback on case quality, while owning and driving related closed loop activities 
• Serve as the Support Quality SME for our Enablement team to develop and provide relevant onboarding, coaching, and training and support our staff, ensuring all understand their part in Support Quality  

Qualifications

To be successful in this role you have:

• 8+ years program/project management experience with demonstrated success enabling support experience excellence in an enterprise support environment 
• Strong problem solving skills. Demonstrated experience optimizing systems and processes and driving