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Veterans Preferred - Senior Manager, Product Insights

Company: ServiceNow
Location: Santa Clara
Posted on: November 19, 2021

Job Description:

Military Veterans are Encouraged to Apply. 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

About the Sr. Manager, Product Experience Insights Role:

The Sr. Manager, Product Experience Insights role, located in Santa Clara, CA is instrumental in supportingthe ongoing growth and success of ServiceNow. This role will be responsible for managing a team ofproduct experience analysts to identify opportunities to improve the customer experience, increaseproduct quality and promote internal efficiency between the technical support, development, and qualityengineering teams. The PIM is responsible for ensuring that all analysis and insights delivered by theteam are of high quality, actionable and accurate. The work requires a fine attention to detail, the abilityto accomplish work cross-functionally, and a love for digging in to help to solve complicated problems.

What you get to do in this role:

  • Oversee the delivery of complex analysis and functional advice to management and stakeholders
  • Help the team craft a clear data story and present it to executive audiences,sharing insights that call to action
  • Ensure teams dig to discover the root cause of issues and suggest actions toimprove them, and help hold partner teams accountable for delivering results
  • Provide strategic direction on analysis assignments and initiatives
  • Play a critical role in coordinating cross-functional efforts between support,development, and quality engineering, with an emphasis on improving thecustomer experience
  • Build relationships with stakeholders to provide valuable and timely datainsights for their business, understanding that business and guidingrecommendations
  • Act as a data subject matter expert in working with key stakeholders and as atrusted advisor
  • Review current team processes with a focus on simplification and clarity toensure they align to current business objectives, and improve and iteratewhere possible
  • Initiate and/or participate in strategic initiatives that impact the tacticalapproach to product operations as well as influencing policies, workflows andperformance standards
  • Drive forward a vision for the team that places the teams' insights at theheart of key business decisions and evolves their function and alignment tomeet business objectives


    To be successful in this role you have:
    • Understand and can coach others on how to successfully gather, analyze and identify improvement opportunities for other teams orproducts areas
    • Create presentations with full comprehensive understanding of theproblem statement, root cause, business and customer impact withclear metrics and clear action items for owners
    • Have experience with interfacing with technical support teams andengineering
    • Have experience using data and visualization tools including Tableauor SN Performance Analytics
    • Invest in relationships with stakeholders/team members that last
    • Have experience in driving accountability and action in diverse groupsoutside of one's direct hierarchy
    • Demonstrated ability to define a problem and its business impactclearly and visually
    • Deep understanding of relational data and the ability to apply thatknowledge to the analysis and reporting of that data
    • Ability to conceptualize and participate in the creation of new methods,systems, and functionality
    • Ability to establish qualitative and quantitative measures and KPIs todetermine impact and business value
    • Knows how KPI's are measured, and the targets tied to them andknows when the right data is useful/not useful for stakeholders, even when they might not
    • Have a SN product understanding that allows for flexibility of analysis
    • Understands the importance of the customer experience and can actas an advocate on their behalf when challenged with compelling reasoning
    • Experience up leveling a teams' skills and abilities, deliveringincreasing levels of performance outcomes
    • Experience inspiring the teams 'dream big' aspirations and facilitatingteam members career growth
    • Experience facilitating planning meetings, workshops, reviews,retrospectives, etc.
    • Ability to work independently and in a team environment
    • 10 + years of industry experience, including 5 + years ofdata analysis or similar function


      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.

      All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visitour Candidate FAQ page to learn more.

      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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Keywords: ServiceNow, Santa Clara , Veterans Preferred - Senior Manager, Product Insights, Executive , Santa Clara, California

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