GenAI Program Manager

$140,000 - $245,200/Yr

ServiceNow

Full-time - Senior

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The GenAI Program Manager at ServiceNow will lead complex customer adoption engagements focused on the Now Assist GenAI capabilities. This role involves managing cross-functional projects, collaborating with various stakeholders, and ensuring successful implementation and customer satisfaction through effective project management practices.

Responsibilities

• Manage complex customer adoption engagements for ServiceNow's Now Assist GenAI capabilities.
• Provide project management practices such as planning, scheduling, monitoring, and risk management.
• Manage cross-functional projects and teams, senior-level stakeholders, and customers to enhance customer experience.
• Drive collaboration and decision-making among internal and external stakeholders, including partners and customers.
• Provide regular updates to customers and internal stakeholders on project status.
• Facilitate project planning meetings, reviews, and retrospectives.
• Ensure project governance aligns with scope, time, schedule, and business objectives.
• Develop and present project value propositions to customers.
• Identify and execute risk assessment and mitigation plans, tracking and resolving issues efficiently.
• Ensure knowledge transfer and documentation of lessons learned at the end of each engagement.

Requirements

• Minimum of 5+ years of high-tech/SaaS industry experience.
• 3+ years in a customer-facing project management role within a professional services organization.
• 5+ years of experience with technology products.
• Project Management certification in PMI or similar is desired.
• Agile Scrum experience and Scrum Master certification preferred.
• ITILv3 or v4 Foundation certification is a plus.
• Excellent written and verbal communication skills, including technical and business concepts.
• Strong negotiation and persuasion skills.
• Ability to work in a collaborative, fast-paced environment and learn independently.
• Prior experience with implementing or supporting ServiceNow products.
• Strong cross-functional, technical project management experience.

Nice-to-haves

• Experience with strategic customer programs from inception to go-live and post-go-live hypercare.
• Ability to think strategically and communicate with impact.

Benefits

• Employee stock purchase plan
• Health insurance
• Flexible spending account
• Family leave
• 401(k) matching