ServiceNow
Chicago, IL

Senior Manager, Customer & Partner, Customer Experience Strategic Operations at ServiceNow

| Chicago
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Company Description
ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®
We're looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.
Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.
Job Description
The Role
As a member of the Customer Experience Strategic Operations team, within the Customer & Partner organization, this role will focus on advancing our goal of delivering exceptional experience across our customers' end-to-end journey. You will serve as a thought leader, business partner to senior leader, innovation driver, and critical connector across our customer experience and strategic operations teams.
You will be expected to be player and coach - rolling up your sleeves to get work done while also structuring workstreams and providing guidance to others. You are expected to be able to drive work cross-functionally across ServiceNow in support of C-suite priorities.
In this role you will work on highly complex problems and help senior leaders and the executive team to design, prioritize and execute our/their customer experience goals. Examples include: building a customer-centric culture, incorporating customer insights into ongoing strategic projects, partnering with our broader-Customer Experience team on design thinking events.
Preferred candidates will have not only several years of top-tier management consulting experience and a background and passion in design thinking and customer experience.
What You Get To Do In This Role
• Work on critical strategic projects; work cross functionally to structure problems, develop hypotheses, conduct analyses to turn data into meaningful insights, and drive solutions and actionable recommendations and results through a rigorous, data-driven process.
• Be part of the end-to-end lifecycle of a project, from strategy to operationalization to execution to results
• Bring the voice of the customer the organization: understand and draw insights from key industry, customer trends, and customer/partner feedback to provide insight
• Partner cross-functionally with to develop and execute culture change plans that puts the customer at the center of everything we do
- Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution
Qualifications
In order to be successful in this role, we need someone who has:
• 5-8+ years of work experience (or 3+ years post-MBA or equivalent higher-degree), preferably in management consulting, tech strategy
• Direct experience in Customer Experience, Customer Insights, or Market Research, including experience and/or knowledge of design thinking principles and leading or facilitating workshops to cultivate design thinking innovation process.
• Experience working on large strategic initiatives from framing the problem, conducting research / analysis, building business and operational plans, and driving execution through to success; ability to multitask
• Effective and mature communicator, able to convey complex ideas in a clear, concise manner both verbally and in writing; comfortable in business and technical discussions
• Effective at building relationships, collaborating, and influencing others; experience working with senior executives across various geographies and functions
• Experience in building trusting relationships and influencing others (incl. executive audiences)
• Strong people development and leadership skills; able to manage multiple extended or virtual teams
• Self-starter who thrives and can multitask in fast-paced and often ambiguous environments
• Expertise in the enterprise software/ SaaS industry a plus
Education
• MBA from a top-tier program
- Bachelor's degree with strong academic performance.
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.
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 [email protected] for assistance.
For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.
Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .
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Where we are

Before COVID, we were in a new building on Lake and Racine in the West Loop. Right now we're physically distanced but trying to stay social connected!
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What are ServiceNow Perks + Benefits

ServiceNow Benefits Overview

We make work better for people—including our own. From work environments that help us do our best work, to benefits and a culture that encourage employees to stay healthy, happy, engaged, and growing, we keep our people at the center of everything we do.

Culture
Volunteer in local community
Full-time employees get 20 hours per year to volunteer with the non-profit of their choice.
Friends outside of work
Eat lunch together
Daily sync
Open door policy
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Starting in 2019
Company Equity
Employee Stock Purchase Plan
Purchase company stock at a 15% discount semi-annually
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Starting in 2019 - 20 weeks for birthing parent, 12 weeks for non-birthing parent
Flexible Work Schedule
Remote Work Program
Work remotely on occasion as needed.
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Starting in 2019 - 20 hours a year starting in 2019
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
With an in house craft beer geek procuring
Casual Dress
Commuter Benefits
Pre-tax contribution plan for commuter expenses - transit and parking
Company Outings
Site social activities periodically
Game Room
Shuffle board, pool table, table games and more!
Stocked Kitchen
Happy Hours
Every Thursday!
Parking
Professional Development Benefits
Tuition Reimbursement
Up to $5,250 reimbursed annually for qualified expenses
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available

An Insider's view of ServiceNow

What’s the vibe like in the office?

This is an idea space. It’s a place where we’re all operating on the same wavelength. We’re all interested in what we’re working on, right? And you hear it in people’s voices. You see it in people’s work.

Juan

Software Developer

What does your typical day look like?

There’s never a day where I don’t feel like I’m doing something purposeful or valuable to my team or company.

Mica

Business Systems Analyst

How does the company support your career growth?

It’s a good place to be in, in that it’s a company that’s growing very fast, but it doesn’t have that big company feel. You don’t feel like a number in a system and you can articulate and know where you want to go. There are people here who can help you get there.

Christian

Account Executive

What’s the vibe like in the office?

ServiceNow is unique because the people in this company are so incredibly special and unique. I can't think of enough kind words and amazing words to say about them. They really are my family.

Melanie

Senior Manager, Global Sales Development

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