Employee Communications and Engagement Program Manager

Company Description
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
We're looking for an Employee Communications and Engagement Program Manager who thrives at the intersection of employee storytelling, editorial excellence, and operational rigor. You know how to get a story created from idea to publishing and you have a passion for ensuring our editorial and communications engine runs with precision. This role reports to the Operations Lead for Employee Communications and Engagement, bringing a heightened focus on process discipline, cross-team connectivity, and operational excellence alongside creative, detailed execution.
What you'll do:
Employee storytelling operations

• Lead the end-to-end program management of our Employee Storytelling process, from concept through publishing, ensuring every story reflects our brand, voice, and values.
• Oversee all Employee Storytelling location shoots, partnering with the Experiences team on quarterly We are ServiceNow video shoots. Travel required.
• Manage scope, timelines, and quality for all photo and video shoots, serving as the primary liaison between the employee storytelling team, creative partners, and employees.
• Develop and maintain project plans, set timelines, and track progress across channels (blog, creative, social), identifying opportunities to improve workflows, streamline hand-offs, and establish best practices.
• Schedule and publish employee stories on Inside ServiceNow, maintaining accuracy, visibility, and consistency.
• Maintain organized storytelling assets in SharePoint for easy access and reuse.
• Create quarterly storytelling performance dashboards - tracking metrics, analyzing engagement, and providing recommendations to boost participation, reach, and impact.
• Oversee budgets, allocate resources, and ensure all storytelling projects are delivered on time and within budget.
• Collaborate cross-functionally to introduce fresh creative concepts, new content formats, and innovative editorial opportunities.
• Partner with the storytelling team on the development and long-term maintenance of the employee storytelling database and storage project, working with our digital technology team on requirements.

Editorial partnership

• Serve as lead for the Employee Comms Newsroom meeting - setting agendas, facilitating discussions, and delivering recaps that drive alignment and action.
• Provide editorial backup for the ServiceNow Insider biweekly newsletter, from copywriting and image creation to approvals and scheduling.
• Support the integration of Workplace into Workvivo, evolving our employee communications channel ecosystem.
• Lead the creation, governance, and ongoing maintenance of the "Employee Communications and Engagement" microsite, ensuring alignment with current strategies and standards.

Operations

• Partner closely with the Employee Communications and Engagement Operations Lead to connect processes across the Employee Communications team, improve operational efficiency, and strengthen stakeholder relationships.
• Introduce and enforce operational rigor - from standardizing how work flows across the organization to defining performance KPIs - to elevate execution quality and team alignment.
• Track and report on operational performance metrics, identifying trends and recommending solutions to improve speed, quality, and impact.
• Act as a strategic thought partner, contributing to decisions that shape how storytelling and editorial content elevate the employee experience.
• Champion best practices in project management, governance, and resource planning across the team.
• Assist with vendor management, SOW creation, and the overall procurement process.
• Oversee Employee Communication creative projects with brand to ensure timely completion with key deliverable elements in mind.

How you'll do it:

• Manage scope, schedule, and quality of high visibility projects through the entire lifecycle.
• Manage timely, high-quality, and cost-effective service delivery of stories.
• Identify business needs of the team, act as an interface between the editorial/storytelling team and their stakeholders.
• Create and manage project plans to track progress, plan timelines and share with teams.
• Develop detailed program/project execution plan and manage all implementation processes including budget management, resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery within budget constraints.
• Build strong relationships with partners and stakeholders, providing them with regular status updates on project progress.
• Manage project dependencies and critical path, track project timelines and milestones.
• Provide overall communication and interfaces with all areas affected by the program/project including cross-functional stakeholders, business sponsors and vendors.
• Manage the content development process for assigned areas to execute on multiple projects and priorities simultaneously and ensure timely delivery of work under tight deadlines and rapidly changing parameters.
• Collaborate across the organization to contribute creative ideas for new types of content, experience enhancements, and editorial opportunities.
• Help manage cross-department editorial calendar updates.
• Help with monitoring performance of content, analyzing insights, and recommending ways to improve participation, engagement, and action.

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.
• Minimum 6-8 years project/program management experience.
• Bachelor's Degree or background in English, journalism, marketing, communications or related field.
• Proven experience in managing multiple large programs/projects in an enterprise environment.
• Excellent communication, problem solving, conflict/resolution management, active listening, time management, and interpersonal skills required.
• An eye for detail and a great sense of humor.
• Strong project management and stakeholder management skills.

FD21
For positions in this location, we offer a base pay of $135,300 - $236,800, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Additional Information
Work Personas
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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 [email protected] 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.
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