Senior Technical Program Manager

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.

• 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.

• 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

For positions in this location, we offer a base pay of $168,900 - $295,600, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location.

We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

We approach our…