GenAI Program Manager

$140,000 - $245,200/Yr

ServiceNow

Full-time - Mid Level

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The GenAI Program Manager will lead the GenAI Customer Success team in managing complex customer adoption engagements for ServiceNow's Now Assist GenAI capabilities. This role involves collaboration with various internal and external stakeholders to ensure successful implementation and customer satisfaction through effective project management practices.

Responsibilities

• Manage complex customer adoption engagements to ensure the adoption of ServiceNow's Now Assist GenAI capabilities.
• Provide project management practices such as planning, scheduling, monitoring, and risk management throughout the project lifecycle.
• Manage cross-functional projects and teams, senior-level stakeholders, and customers to provide an exceptional customer experience.
• Drive collaboration and efficient decision-making between all 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.
• Provide project governance to manage requirements in line with agreed scope, time, schedule, and business objectives.
• Develop and present the project value proposition to customers as part of the initiative and ongoing collaboration.
• Identify and execute risk assessment, prevention, and mitigation plans, and efficiently track and resolve issues.
• Ensure complete knowledge transfer, record updates, lessons learned, and all transition activities are completed 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 as part of a professional services organization or similar role.
• 5+ years of experience with technology products.
• Project Management certification in PMI or similar, desired.
• Agile Scrum experience and Scrum Master certification preferred.
• ITILv3 or v4 Foundation certification.
• Excellent written and verbal communication skills to include technical and business concepts.
• Excellent negotiation and persuasion skills.
• Prior experience with implementing or supporting ServiceNow products.
• Strong cross-functional, technical Project Management experience and demonstrated experience in leading key projects, including strategic customer programs from inception to successful go-live/post go-live hypercare period.
• Ability to think strategically, learn fast, and communicate with impact.
• Bachelor's degree or equivalent experience.
• Fluent in English.

Nice-to-haves

• Experience in a highly collaborative fast-paced environment.
• Willingness to learn new things independently.

Benefits

• Base pay of $140,000 - $245,200, plus equity (when applicable).
• Variable/incentive compensation and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.