Senior Manager - Learning Communications

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

The Sr. Manager, Learning Communications, will contribute to and execute on the Global Product Operations communications strategy for the learning function of Global Product Operations. This individual contributor role identifies and supports appropriate activities to ensure tight alignment between stakeholder and learner messages leveraging a variety of mediums, such as executive Quarterly Business Reviews, internal customer-facing events, speaking opportunities, blogs, social media, and more. You will build inspiring, effective, and aligned communications about the function’s initiatives to improve and showcase our commitment to learning and the business outcomes powered by learning. You’ll advise on overall messaging and narrative, channel strategy, and best practices to drive global consistency.

In this role, the ideal candidate will work closely with the Learning Business Partners, Project Managers, and Instructional Designers to consult, plan, write, edit, and distribute a variety of global, employee-focused communication materials designed to enhance adoption of learning offerings and showcase alignment to business outcomes. This includes developing internal messaging, presentations, events, video scripts, and other content for company updates, business-area updates, key initiatives, industry issues, and other topics. The candidate will also partner with team leadership to introduce and develop messaging that informs our corporatewide narrative to enhance east/west collaboration across ServiceNow.

In addition to being an adviser to the organization on messaging, tone, and speaker delivery, the candidate will also maintain an editorial calendar and establish and track metrics that show the impact of communications and events on learning adoption, employee engagement, productivity, and organizational performance. The outcome will be to continuously improve how the team communicates with, and engages executive stakeholders, employee learners, their leaders, and learning partners.

Key responsibilities

• Develop and maintain a strong partnership with key stakeholders to align on priorities, gather valuable input on learning initiatives and maintain a global view of planned activities to ensure consistency and coordination.
• Manage development and execution of learning team and customer-facing communications, content, and events.
• Put change management best practices to work as the function shifts from transactional to a transformational modern learning ecosystem, folded into the rhythm of the business globally.
• Everything we do is based on audience sentiment and metrics. You’ll use this data to create authentic and engaging content, moderate internal social channels and advise on content performance, channel strategy and stakeholder communications preferences, leveraging ServiceNow best practices and standards.
• Assist in developing and implementing an integrated Global Product Operations communications framework tied to measurable business outcomes to ensure delivery of important news and updates with a distinct, consistent voice.
• Provide executive communications support (speaking opportunities, PR, social media) as needed.
• Partner with Customer Engagement team