Mgr, Expert Services Mgmt

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

What you get to do in this role:

• Manage team of 5 that support chats/calls for partner support 24x5
• Point of escalation for partner support team to help determine requirements by working with partners
• Answer inquiries by clarifying desired information; researching, locating, and providing information
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
• Fulfill requests by clarifying desired information; completing transactions; forwarding requests
• Maintain call center database by entering information and providing analysis
• Update job knowledge by participating in educational opportunities
• Provide operational support for all partner-related inquiries
• Create/modify knowledge base solutions/FAQ (internal as needed)
• Other duties as assigned.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 8-10 years combined experience in the areas of call center or partner program operations
• Customer service oriented with strong interpersonal skills and ability to positively interact with a fast‐paced environment
• Management skills and experience
• Excellent phone skills, customer service skills, and good relationship-building abilities
• Ability to drive collaboration with program operations, functional and technical teams for effective problem resolution
• Handles self with the highest level of professionalism in all communications
• High energy with the capability to multi‐task in a dynamic, rapidly growing organization
• Understanding of both domestic and international markets
• Excellent English speaking and writing skills

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Additional Information

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work.

Equal Opportunity Employer

ServiceNow is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [emailprotected] for assistance.

Export Control Regulations

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