Full-Time Community User Group Program Manager

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.

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