AI Adoption Lead

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500 work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Relocation to West Palm Beach is available and provided by Service Now

Job Description

About the Role

We are seeking a highly collaborative and people-driven AI Adoption Lead to lead adoption and change management for our Global Sales Operations organization, as part of the GTM AI Acceleration team.

Your role is to ensure that every innovation is implemented, deeply adopted, embedded in workflows, and embraced by teams across the globe.

This role will focus on helping build scalable training programs, leading behavioral change initiatives, and activating communities of practice and local champions as the cornerstone of our innovation adoption strategy. These communities will serve as internal incubators for feedback, peer learning, advocacy, and continuous improvement.

You'll work hand-in-hand with GTM Engineers, Data Engineer, Project Managers, Enablement Experts, and our Sales Operations teams to shape a strategy supporting the roll-out of new tools and processes, ensuring alignment between product development and user experience.

Your work will directly impact AI adoption, and as a consequence improve our volume, value, velocity, and productivity across our Field Operations, Sales Planning, and Partner Operations teams. By aligning people, processes, and AI technology around an adoption experience that truly works, you will improve our customer satisfaction and SOPs productivity, contributing directly to Service Now's ambition of becoming a $30B+ business.

Key Responsibilities

* Collaborate closely with the GTM AI Acceleration, Enablement, and SOPs teams to align messaging, materials, and learning experiences with user needs and product design

* Establish and scale communities of practice and local champion networks that act as the backbone for innovation adoption, driving peer-to-peer engagement, feedback, and ideation

* Drive enterprise-level change management, including stakeholder engagement, communications planning, and behavioral reinforcement strategies

* Measure adoption using a combination of system usage, sentiment analysis, feedback loops, and business impact metrics

* Help design and deliver global enablement strategies that support the rollout of new technology and processes

* Lead onboarding, training, and continuous learning initiatives tailored to Sales Operations personas and workflows

* Manage the AI Adoption Strategy (training, communication, recognition, rewards, and communities)

A Day in the Life

Your day might begin by checking engagement and adoption metrics from a just-launched AI innovation, identifying gaps, and planning improvements for increased adoption. Mid-morning, you co-host a community of practice session with field champions, facilitating a conversation on how teams are using a new AI tool for forecasting in real-time.

Afterward, you connect with GTM Engineers to align on the next big release, and with the Enablement team on materials and go-live communications for this upcoming release.

In the afternoon, you prepare an adoption dashboard and communication for leadership, showing global progress and behavioral trends across sales teams.

Ideal Candidate Profile

* Passionate about empowering people through learning, enablement, and community-led transformation

* Expert in designing and executing change management and adoption strategies in large-scale, matrixed environments

* Proven ability to activate and grow peer-driven networks and champions as catalysts for adoption

* Comfortable aligning with GTM Engineers and field employees to connect innovation delivery with field activation

* Empathetic and driven by the challenge of turning complexity into clarity and action

* Curious, self-learner, autonomous, and team player

Qualifications

To be successful in this role you have:

* 4+ years in customer success, enablement, change management, learning & development, or similar roles within SaaS or enterprise sales organizations

* Experience working with product and innovation teams to support end-user readiness and success in sales or sales operations organizations

* Proven track record of leading internal or customer-facing technology adoption initiatives

* Demonstrated success in building and scaling global communities of practice and champion programs

* Familiarity with learning platforms, CRM, AI/automation tools, and productivity suites like…