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Director, Digital Support Services
Join ServiceNow as Director of Digital Support Services in Santa Clara, CA. Lead AI-driven self-service strategies, enhancing customer experience. 10+ years in digital support required. Benefits include health plans, 401(k), and flexible time off.
Job description
ServiceNow is seeking an innovative Director of Digital Self-Service to lead the evolution of their customer support experience. This role will own the strategy, roadmap, and delivery of a global CSS self-service platform, with a focus on AI-powered automation and customer experience improvement. The Director will partner with product, support, engineering, and other teams to reimagine how customers seek help. The ideal candidate will be customer-obsessed and have deep understanding of the digital support ecosystem.
Requirements
- 10+ years of experience in digital support, self-service platforms, product management, and customer experience strategy in a SaaS or enterprise software environment.
- Deep understanding of customer support ecosystems and case deflection levers.
- Demonstrated experience implementing/scaling GenAI, virtual agents, or semantic search in support or product environments.
- Strategic thinker with strong execution skills and the ability to align stakeholders.
Benefits
- Health plans
- 401(k) Plan with company match
- ESPP
- Matching donations
- Flexible time away plan
- Family leave programs
Requirements Summary
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