Senior Support Quality Program Manager

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

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.

Description: As an experienced program manager in customer experience, your purpose is to influence and execute the Support Quality strategy, enabling our support engineers to and managers to deliver a best in class support experience every time.

You are a driver, thought leader, people oriented, and results driven. You have demonstrated success implementing and overseeing programs that have resulted in continuous improvement of the customer and support engineer experience in an enterprise support environment that resulted in improved customer satisfaction. You are experienced and passionate about infusing a Quality within daily work through learning, coaching, and evangelism.

Your goal is to enable our support organization to deliver amazing customer experiences through skills, processes, and tools. Impact: This role will improve the customer and support engineer experience, improving satisfaction and reducing customer effort of technical support engineers.

What You Get To Do In This Role:

• Build reports and work with large data sets to define problems, establish facts and draw conclusions that enable you to act on findings; Concisely package and present findings to various audiences.
• Nurture a culture of Quality; Optimize and embed Support Quality practices within our culture; strengthen links between systems and people through enablement activities such as training, evangelism, and coaching
• Provide expert guidance to maximize the quality of our customers’ support experience; Employ industry best practices while initiating innovative methods that fit our business needs, influencing a world class customer support experience using the ServiceNow platform
• Serve as the Support Quality SME for our Enablement team to develop and provide relevant onboarding, coaching, and training and support our staff, ensuring all understand their part in Support Quality
• Build, manage, and execute on project plans. Oversee and adjust priorities based on business needs.
• Monitor and evaluate case handling quality while consuming overall feedback on case quality, while owning and driving related closed loop activities
• Oversee all Support Quality related initiatives, including process optimization and governance, case handling guidelines, CSAT survey closed loop processes and activities and system enhancements

To be successful in this role you have:

• Ability to handle multiple projects simultaneously and work under stringent deadlines in a fast paced environment.
• Strong problem solving skills. Demonstrated experience optimizing systems and processes and driving the changes necessary with technical teams to build and end users to adopt changes
• 8+ years program/project management experience with demonstrated success enabling support experience excellence in an enterprise support environment
• Drive to stay current in Support Quality best practices, introduce new ways of working and implementing them to help us achieve our goals
• Solid communication skills; ability to concisely package and present program status, findings and insights in PowerPoint
• Strong cross collaboration experience and ability to influence without authority
• Experience coaching and cultivating a culture and community of Quality

Desired

• Lean/Six Sigma Green Belt+, PMP certifications
• ServiceNow Certified

For positions in California (outside of the Bay Area), we offer a base pay of $134,190 - $234,810, 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.

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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.