Full-Time Community User Group Program Implementation Manager

This role drives operational execution, technology management, and data reporting for the ServiceNow Community User Group program.

Focuses on optimizing program processes, maintaining the technology stack, and ensuring data-driven insights.

Works closely with internal teams to ensure operational efficiency, scalability, and alignment with ServiceNow's broader community and business objectives.

Key Responsibilities:

1. Technology Stack Management & Optimization: Support community platform, manage event management tools. Ensure seamless integration, maintenance, and performance of the program's technology stack. Collaborate to enhance automation, self-service, and user experience. Serve as primary technical support, troubleshooting, and improving system functionality. Lead evaluation and implementation of new technologies.
2. Data Collection, Reporting & Insights: Develop and maintain real-time dashboards for KPIs (engagement, retention, etc.). Establish data pipelines and reporting structures. Analyze trends and member feedback, providing optimization recommendations. Deliver monthly and quarterly reports to leadership.
3. Process & Documentation Management: Standardize and document program processes, workflows, and best practices. Develop a centralized knowledge base (guides, FAQs, training materials). Streamline and automate program operations. Ensure alignment with process improvements that enhance the user group experience.
4. Cross-Functional Collaboration & Support: Partner with marketing, product, and regional teams to ensure seamless execution. Provide technical and operational support to community leaders. Support program content distribution and event logistics. Act as the operational backbone of the user group program.

Required Skills & Qualifications:

• 8+ years experience in community operations, program management, or technology administration.
• Strong expertise in community platforms, event management tools, CRM, and reporting systems.
• Proficiency in data analytics, dashboard creation, and reporting tools.
• Experience optimizing and automating community workflows.
• Strong organizational and project management skills.
• Excellent problem-solving abilities, data-driven approach.
• Experience working cross-functionally.
• Genuine community builder.
• Understanding of ServiceNow's ecosystem and customer journey is a plus.

Why This Role Matters:

Ensures efficient program operations leveraging technology, data, and streamlined processes. Drives operational excellence, automation, and data-driven insights to support the long-term success of ServiceNow's global user group program.

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