Senior Manager, Product Operations and Support

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
About Digital Technology
We're not yesterday's IT department, we're Digital Technology. The world around us keeps changing and so do we. We're redefining what it means to be IT with a mindset centered on transformation, experience, AI-driven automation, innovation, and growth.
We're all about delivering delightful, secure customer and employee experiences that accelerate ServiceNow's journey to become the defining enterprise software company of the 21st century. And we love co-creating, using, and highlighting our own products to do it.
Ultimately, we strive to make the world work better for our employees and customers when you work in ServiceNow Digital Technology, you work for them
Emerging Technology Group
Emerging Technology Group (ETG) is ServiceNow's DT internal incubation group. Being customer zero for ServiceNow products we ensure the products works for us internally and delivers value as it gets in hands of our customers. As Customer Zero we implement all our technology workflows and deliver the best experience. With AI everywhere we are responsible for AI Experiences which cuts across the enterprise like Search, Conversational Interfaces, Automation, and helping our DT developers to be productivity to build enterprise grade products on ServiceNow Platform.
We are focused on accelerating innovations and developing new concepts, forward-thinking solutions and products leveraging ServiceNow's Intelligent platform.
If you enjoy learning, growing and making an impact, you will love being in this role. You get exposure to every facet of a business and can make a meaningful impact on the business and on the people who work there. You will face new challenges and priorities every day, which can be invigorating and challenge your thought process
What our team values:

• Being humble and having each other's backs

• Learning new things and sharing expertise with each other-by answering a quick question on teams, pairing on a feature, or leading a lunch and learn session

• Producing high quality work, we're proud of, and not taking shortcuts

• Having fun-we like to joke around, eat lunch together, and even hang outside of work

• Leaving work at work, maintaining a sustainable pace (no big bangs, few big pushes)

Job Summary: We are seeking a highly skilled and experienced Senior Manager, Product Operations and Support to lead our product operations team in ETG (Emerging Technologies group). The ideal candidate will be responsible for ensuring best-in-class operations for incidents, problems, changes, and all key operational metrics. This role requires a strategic thinker with a strong background in product operations, support, and team management.
Key Responsibilities:

• Lead and manage the product operations team, focusing on L2 and L3 support.

• Ensure all operational activities are recorded and tracked for analysis and prevention.

• Provide insights and analytics on metrics, recurring issues, and prioritization of new features.

• Define and implement the charter for Product Operations.

• Separate teams for operations and new features to ensure focus and accountability.

• Monitor key metrics through dashboards and assign deviations to L3 teams for resolution.

• Standardize processes and ensure adherence to the Definition of Done and Operational Readiness Testing (ORT).

• Collaborate with cross-functional teams to ensure seamless operations and support.

• Drive continuous improvement in operational efficiency and effectiveness.

Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related field. A Master's degree is preferred.

• Minimum of 10 years of experience in product operations, support, or a related field.

• Proven experience in managing and leading teams.

• Strong analytical and problem-solving skills.

• Excellent communication and interpersonal skills.

• Ability to work in a fast-paced and dynamic environment.

• Experience with monitoring tools, dashboards, and analytics.

Preferred Skills:

• Experience with AI and automation in product operations.

• Knowledge of industry best practices in product support and operations.

• Familiarity with ServiceNow or similar platforms.

JV20
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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