Full-Time Director, Digital Support Services
ServiceNow is hiring a remote Full-Time Director, Digital Support Services. The career level for this job opening is Manager and is accepting Santa Clara, CALIFORNIA based applicants remotely. Read complete job description before applying.
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ServiceNow
Job Title
Director, Digital Support Services
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Santa Clara, CALIFORNIA
Salary
YEAR $217500 - $380700
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Job Details
We are seeking a Director of Digital Self-Service to lead our customer support experience. This role owns the strategy, roadmap, and delivery of our global CSS self-service platform, focusing on avoidance, deflection, personalization, and AI-powered automation.
What you get to do:
To be successful, you have:
Basic Qualifications: 10+ years in digital support, self-service platforms, product management, or customer experience strategy in a SaaS environment.
What you get to do:
- Define and lead the self-service strategy.
- Own the roadmap for the self-service experience, including GenAI-powered search and virtual agent capabilities.
- Drive adoption of agentic and proactive support solutions.
- Partner with analytics teams to monitor funnel metrics and deflection KPIs.
- Establish and run a cross-functional Self-Service Council.
- Collaborate with Knowledge, Community, Marketing, Engineering, Support, and Product teams.
- Lead experimentation and pilot programs.
- Advocate for customer-centric design and personalized self-service experiences.
- Champion continuous improvement through feedback and A/B testing.
To be successful, you have:
- Experience in leveraging or thinking about how to integrate AI.
- Deep understanding of customer support ecosystems and knowledge management.
- Experience implementing or scaling GenAI or virtual agents.
- Track record of driving improvements in digital support KPIs.
- Strategic thinker with execution skills.
- Strong user empathy.
Basic Qualifications: 10+ years in digital support, self-service platforms, product management, or customer experience strategy in a SaaS environment.
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Director, Digital Support Services at ServiceNow is
23rd of October 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Santa Clara, CALIFORNIA
] applicants. .
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