Senior Technical Program Manager

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 — Service Now 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.

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 Service Now’s AI‑native vision.

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. 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.

You might thrive in this role if you:

• 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.
• Navi…