Who you are

• The ideal candidate brings strong presence and strategic acumen to guide large-scale technical programs in fast-moving, ambiguous environments
• You've successfully launched AI enablement programs, built AI agents or features, and guided complex transformations from concept to impact
• You excel at collaborating with senior stakeholders, coordinating program strategy and execution across cross-functional teams, and telling compelling stories grounded in operational excellence
• Are an empathetic communicator and collaborator who influences across technical, business, and executive audiences while building durable trust with partners
• Have 10+ years overseeing complex programs in fast-paced, high-scale technology companies, collaborating across UX design, UX research, content, product, ops, and engineering teams
• Build thriving high-trust environments, bring rigor and systems thinking to ambiguity, and operate with a bias for aligned execution over org boundaries
• Are structured, detail-oriented, and rigorous in ensuring quality, accountability, and durable delivery
• Have integrated AI into workflows, processes, or decision-making — whether using AI tools, building agents or custom solutions, automating end-to-end systems, or exploring AI's transformative potential
• Navigate complex conversations that solve critical business and technical problems in both strategic and tactical contexts
• Have a proven record of success coordinating highly cross-functional technical programs that deliver measurable impact
• Have familiarity with data analysis tools (SQL, Python, or similar) for querying data and building dashboards

What the job involves

• We are seeking a Senior Staff Technical Program Manager to support and guide a cutting-edge AI-enablement and tooling program serving the Experience team that includes UX designers, UX researchers, tech writers, and product experience strategy & operations
• You will serve as a cross-functional integrator to bring our AI strategy to life across Experience, Eng, and Product as we execute today and transform for tomorrow
• You will skillfully help us navigate a rapid shift to an AI-native future
• You will partner with stakeholders across design, research, tech writing, product, ops, and engineering to ensure we deliver on the full potential of ServiceNow’s AI-native vision
• You'll solve complex business and product problems while staying attuned to real-world feedback and emerging AI advancements, directly accelerating innovation and driving measurable impact on company goals
• Oversee execution of a highly complex and cross-functional AI-enablement and tooling program, collaborating with senior stakeholders across various functions to integrate AI into design, research, writing, and operational workflows
• Operate on your own to integrate AI into design, research, writing, and operational workflows — defining end-to-end plans, engaging executives, mapping PDLC and ops workflows, defining business/product requirements, partnering with engineering to build solutions, and establishing success metrics
• Synthesize complex technical, organizational, and business challenges into clear strategies, scalable solutions, and actionable plans that drive customer value and PDLC efficiencies
• Identify connections and reconcile potential conflicts/overlaps between various programs, AI features/tools/solutions, and initiatives
• Implement scalable processes and governance that balance rapid innovation with responsible AI use
• Promote organizational change by supporting stakeholders in modeling AI-native behaviors and accelerating adoption across their teams
• Ensure transparency and cross-functional stakeholder alignment through clear communication of program status, risks, tradeoffs, and resourcing choices to technical, business, and executive audiences

Benefits

• Commuter benefits
• Annual learning stipends
• Work from home opportunities
• Generous family leave
• Matched donations
• Flexible PTO
• 401(k) matching
• Paid volunteer time