Community User Group 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 — ServiceNow 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.

The Community User Group Program Manager position is responsible for executing strategic initiatives that enhance the ServiceNow Community User Group experience, drive engagement, and strengthen relationships among our community & greater ecosystem. This role will work alongside our greater team to focus on the overall program’s strategic execution, scalability, and impact of the user group program, ensuring alignment with ServiceNow’s business objectives, product adoption goals, and the broader community strategy.

Key Responsibilities

Strategy & Program Execution

• Drive comprehensive user group strategy that aligns with ServiceNow’s Community growth, engagement, and product adoption goals.
• Develop and support scalable experiences to expand the user group program globally, ensuring consistency and quality.
• Identify and activate key community opportunities, tailoring engagement strategy to elevate our community’s needs and interests.
• Optimize operational excellence by creating program processes, documentation, and best practices

Community Building & Engagement

• Support the execution of user group events and digital experiences to foster deep engagement.
• Align with our regional teams to cultivate and support a streamlined experience
• Ensure we prioritize a vibrant, inclusive, and valuable experience for all user group members through active engagement, content, and best practices.

Cross-Functional Stakeholder Management

• Collaborate with product, marketing, learning, and other cross functional teams to integrate user group insights into product priorities and business strategies
• Act as a voice of the community within ServiceNow, advocating for the user and programs’ needs and pain points
• Partner with cross-functional teams to shape the program’s content strategy that informs, educates, and connects users through valuable industry-relevant & impactful content
• Work closely with geo-based teams to ensure alignment on strategic priorities
• Ensure alignment on strategic direction and operational guidance with key stakeholders

Data-Driven Insights & Reporting

• Partner closely with geo-based teams to collect & report key performance indicators (KPIs) such as engagement, retention, sentiment, and event participation
• Analyze trends and feedback to continuously refine user group strategies and enhance community value
• Provide regular reports and insights to leadership, demonstrating the business impact of community engagement

Required Skills & Qualifications

• 8+ years Community experience, with proven success record of building and scaling large global user group programs, especially in the SaaS industry
• Strong content background including working with key stakeholders
• Strong leadership and people management skills with a track record of leading teams
• Excellent communication and relationship-building skills to engage community members and internal stakeholders, including executive leadership
• Confident in analyzing community data, extracting actionable insights, and driving continuous improvement for program’s success & growth
• Powerhouse in prioritizing and managing multiple initiatives simultaneously
• Strong community programs tools & technology
• Proficient in community technology, data reporting tools, and Microsoft Office Suite
• Genuine community builder with a growth mindset
• Understanding of ServiceNow’s ecosystem and customer journey is a plus.

This role is a critical driver of ServiceNow’s community engagement strategy, ensuring that user groups deliver meaningful connections, product insights, and advocacy opportunities that fuel business growth.

For positions in this location, we offer a base pay of $112,200 - $196,400, 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.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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