Senior Manager - Learning Communications

Company Description

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Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

The Sr. Manager, Learning Communications, will contribute to and execute on the Global Product Operations communications strategy for the learning function of Global Product Operations. This role identifies and supports appropriate activities to ensure tight alignment between stakeholder and learner messages leveraging a variety of mediums, such as executive Quarterly Business Reviews, internal customer-facing events, speaking opportunities, blogs, social media, and more. You will build inspiring, effective, and aligned communications about the function’s initiatives to improve and showcase our commitment to learning and the business outcomes powered by learning. You’ll advise on overall messaging and narrative, channel strategy, and best practices to drive global consistency.

In this role, the ideal candidate will work closely with the Learning Business Partners, Project Managers, and Instructional Designers to consult, plan, write, edit, and distribute a variety of global, employee-focused communication materials designed to enhance adoption of learning offerings and showcase alignment to business outcomes. This includes developing internal messaging, presentations, events, video scripts, and other content for company updates, business-area updates, key initiatives, industry issues, and other topics. The candidate will also partner with team leadership to introduce and develop messaging that informs our corporatewide narrative to enhance east/west collaboration across ServiceNow.

In addition to being an adviser to the organization on messaging, tone, and speaker delivery, the candidate will also maintain an editorial calendar and establish and track metrics that show the impact of communications and events on learning adoption, employee engagement, productivity, and organizational performance. The outcome will be to continuously improve how the team communicates with, and engages executive stakeholders, employee learners, their leaders, and learning partners.

Key Responsibilities

• Put change management best practices to work as the function shifts from transactional to a transformational modern learning ecosystem, folded into the rhythm of the business globally.
• Develop and maintain a strong partnership with key stakeholders to align on priorities, gather valuable input on learning initiatives and maintain a global view of planned activities to ensure consistency and coordination.
• Moderate all internal communication channels and constantly work to create authentic and engaging social/digital moments that will drive learning adoption and engagement.
• Support initiatives by developing internal communications campaigns to educate, inspire and motivate, advising on geo-specific preferences, global best practices, and culture.
• Serve as a communications partner and conduit to Chiefs of Staff, HR Business Partners, and Corporate Employee Communications, to create cross-functional alignment and synergies with other learning teams.
• Provide executive communications support (speaking opportunities, PR, social media) as needed.
• Assist in developing and implementing an integrated Global Product Operations communications framework tied to measurable business outcomes to ensure delivery of important news and updates with a distinct, consistent voice.
• Produce creative, relevant stories rooted in company priorities; continually looking at communications holistically to publish content that drives adoption and engagement.
• Create and publish thoughtful, innovative, and engaging communications, presentations, and events that build on and enhance ServiceNow’s purpose, culture, OKRs, and strategic priorities in a timely and relevant way.
• Work closely with business and brand marketing colleagues to develop visually compelling presentations and content for a variety of channels.
• Everything we do is based on audience sentiment and metrics. You’ll use this data to create authentic and engaging content, moderate internal social channels and advise on content performance, channel strategy and stakeholder communications preferences, leveraging ServiceNow best practices and standards.
• Partner with Customer Engagement team to understand upcoming initiatives and create compelling strategies, communications, presentations, and/or video scripts that effectively deliver the message.
• Manage development and execution of learning team and customer-facing communications, content, and events.
• Build relationships with internal business partners to identify and leverage trends, topics and opportunities that align with the overarching strategy on ServiceNow’s path to $16B+.

Qualifications

To be successful in this role you have

• Experience with event production and support is preferred.
• Ability to distill complex information into clear, concise messaging; ability to write in a simple, direct, warm, and accessible tone.
• Creative, visual storyteller with an eye for detail and a great sense of humor.
• Proven success developing and executing strategic employee and external communications across a variety of channels; self-starter who can own end-to-end communications strategy, managing content development and delivery, and iterating to continuously improve results.
• Outstanding written and verbal communications skills including writing and editing; ability to write for a broad spectrum of multimedia communications channels and to a variety of audiences.
• Bachelor’s degree in English, journalism, communications, organizational change, or related field, or equivalent professional experience.
• High degree of flexibility, with the ability to manage multiple priorities simultaneously; strong time, project, and stakeholder management skills.
• Experience with Diversity, Equity, and Inclusion initiatives and programs preferred.
• Established track record collaborating with and proactively supporting senior leaders on communications strategies and best practices; client service mindset and consultative approach are a must.
• 10+ years working in corporate consulting, communications, and or learning & development.
• Prosci Advanced Practitioner Change Management Certification preferred but not required.
• Executive communications experience, preferably in a fast-paced, high-tech company; specific knowledge and experience in the software market is favorable but not required.

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $123,750 - $216,450, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

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.

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