Research 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 are seeking a Research Operations Program Manager to join our UX Research & Insights (UXRI) organization - a team of 140+ UX and Product Researchers. You will be joining a rapidly scaling global Experience Team (EX) of over 1,000 UX professionals (Research, Design, Product Content, and Ops) working to create product experiences that users love.
In this role, you'll be the backbone that enables smooth collaboration, operational excellence, and continuous improvement that powers the success of our research organization. You'll work closely with cross-functional parters to deliver programs and streamline processes that set our teams up for success. If you're passionate about creating scalable solutions and making a meaningful impact on how research supports business goals, this is the role for you.
As a key player in the research organization, you're a proactive and adaptable program manager who thrives at the intersection of people, process, and technology. With a strong operational mindset and a collaborative spirit, you excel at driving cross-functional initiatives that enable teams to do their best work. You bring clarity to complex challenges, align diverse stakeholders, and champion your work with a solutions-oriented approach. Whether you're streamlining onboarding, managing OKRs, or rolling out new tools, you're passionate about creating smooth, scalable processes that empower research teams to deliver high-impact results. You're comfortable working in ambiguity and eager to jump in where needed to remove roadblocks and keep projects moving forward.
What you will do in this role:

• Bring structure, clarity, and momentum to projects and programs that enable team effectiveness

• Support tool and vendor procurement process by gathering requirements, evaluating options, and assisting in implementation

• Evolve the UXR new hire onboarding experience, aligning stakeholders and delivering a consistent, high-quality experience

• Oversee the end-to-end OKR planning and reporting process for the research team, helping to ensure goals are clearly defined, progress is regularly tracked, and outcomes are aligned with organizational priorities

• Ensure strong internal alignment by building relationships with key operational partners and keeping communication channels open across teams

Qualifications
Basic Qualifications:

• 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.
• 2+ years of experience contributing to cross-functional projects or programs, preferably in research, design, or product environments.
• Experience supporting team enablement efforts such as onboarding, process improvement, or planning.
• Proven ability to proactively identify and solve problems, manage timelines, and drive results across multiple projects.
• Strong communication skills with the ability to synthesize information and influence stakeholders at all levels.
• Bachelor's degree, or equivalent practical experience.

Preferred qualifications:

• Experience working in a hybrid environment (in-office and remote), distributed, global team, and finding creative ways to bring the team together to drive collaboration.
• Understanding of UX research methodologies: user interviews, surveys and questionnaires, persona creation, usability testing, heuristic evaluation, etc.
• Able to evangelize the value of research, building understanding and advocacy across internal and external partners.
• Experience in setting up and executing new and innovative research programs, strategies, and approaches that help the team scale and have greater impact.

For positions in this location, we offer a base pay of $111,200 - $172,400, 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 .
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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