Technical Program Manager, Research

Team & Role

At ServiceNow, Research Operations helps researchers do their best work by building the programs, systems, tools, and processes that enable research at scale.

This role sits within the Customer Engagement team, part of Research Operations, Intelligence & Strategy (ROIS), supporting 100+ researchers across the User Experience Research & Insights (UXRI) organization. As a Technical Program Manager, you’ll help develop and improve programs that enable researchers to connect with customers and research participants.

You’ll work across a variety of operational challenges, from improving workflows and support mechanisms to developing scalable resources and identifying opportunities for automation and AI. This role is a great fit for someone who is curious, enjoys solving complex problems, and can turn recurring needs into solutions that work at scale.

What you get to do in this role

• Own and manage programs from planning through execution, defining priorities, milestones, dependencies, and measures of success.
• Partner with researchers to understand operational needs and identify opportunities to improve workflows, tools, and support mechanisms.

• Identify recurring needs and friction points, and develop scalable solutions such as, self-service resources, reusable assets, and automation.
• Use data and feedback to understand how programs are performing and identify where we should evolve or improve.
• Build strong cross-functional partnerships to solve operational challenges and move shared work forward.
• Create clear resources, and communications that help researchers understand and effectively use Customer Engagement programs.
• Explore opportunities to apply and build with AI to improve workflows, reduce manual work, and create new ways to partner with researchers.

Department: User Experience Design
Function: Engineering
Experience Level: Not Applicable