Senior Manager, Support Content Experience

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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 results
• Oversee activities of others on the team who may perform work to support these efforts
• Stay current on industry best practices; serve as the Support Content expert among our peers
• Serve as the Support Content Journey SME within and outside of Support

To be successful in this role you have:

• 8+ years of content and/or product marketing with demonstrated success in content strategy, content management, digital experience platforms, with at least 2 years in a leadership or managerial capacity in an enterprise Support environment
• Ability to drive and sustain change through solid change management strategies.
• Strong problem-solving and prioritization skills. Demonstrated experience optimizing systems and processes and driving the changes necessary to get results
• Drive to stay current in self-service strategy and in content management that impacts Support. Introduce new ways of working and implementing them to help us achieve our goals
• Strong cross collaboration experience and ability to influence without authority and success in obtaining buy-in from peers, cross team stakeholders and executives.
• Stellar analytical skills and experience working with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings
• Solid communication skills; ability to concisely package and present program status, findings and insights in PowerPoint
• Ability to handle multiple projects simultaneously and work under stringent deadlines in a fast paced environment.
• ServiceNow Certified (desired)

FD21

For positions in California (outside of the Bay Area), we offer a base pay of $140,000 - $245,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

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