VP Digital Experience & Platform Engineering

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

ServiceNow’s digital presence including the ServiceNow.com website represents our brand, the products we sell, and who we are as a company. It owns the mission of providing an easy, intuitive, and always-on digital experience allowing customers to consume information any way they want to, presenting ServiceNow as the defining enterprise technology provider of the 21st century.

This is where you come in, as the VP Digital Experience & Platform Engineering, you will play a pivotal role in transforming and leading our company's digital marketing landscape. This executive position combines strategic vision with technical expertise, overseeing the product strategy, development and optimization of our digital platforms and user experiences. This position also is deeply connected to the digital acquisition of the company and has immense impact on the company’s pipeline and ability to accelerate, nurture and close revenue.

Your leadership will ensure our digital presence not only reflects our brand's values but also maximizes user engagement, drives business growth, and enhances customer journeys across all digital touchpoints.

What You Get to Do:

• You will be responsible for managing the engineering, QA, UX/UI design, product management, Scrum and publish teams within Digital Marketing. This includes owning the digital product roadmap, MarTech stack and all the strategy associated with a best-in-class website and technical backend as well as all processes needed to drive products from conception to deployment.
• You will own the living road map: planning, prioritization, scrum process, PI planning, execution, backlog grooming, and delivery of all projects.
• Spearhead the development of digital initiatives that boosts our brand, brings in quality pipeline, maximizes user engagement through the full funnel from brand to deal closer.
• You will play a crucial role in defining and advancing the future of Digital Platforms, including but not limited to ServiceNow.com, by leading a cohesive product, design and engineering team in close collaboration with Brand, Field Marketing, Strategic Planning and Operations, PSM, Digital technology, and the broader ServiceNow organization to forge a top-tier website and digital experiences that are secure, scalable and innovative.
• Own the technical foundation for all Marketing needs including but not limited to CMS, CDP, AEP/AEP, WorkFront, events and website technology, testing and personalization tools and run the MarTech council.
• You will own the digital technology budgets as it pertains to all things digital experience and platforms and be responsible for effective management of it.
• You will manage offshore teams in India and Costa Rica and have a passion for scaling teams while being efficient in spend management.
• Oversee the full product lifecycle of a leading online presence, excelling in crafting research and design-driven customer experiences. Additionally, you will be a connoisseur of contemporary digital practices, mobile/web technologies and have created highly scalable tech platforms for web development.
• You will partner very closely with AdTech, core product, and digital technology teams on joint goals and initiatives. These initiatives may span beyond marketing and have positive impact for ServiceNow.
• This senior position embraces an end-to-end product philosophy, from strategic planning to execution, to sculpt a captivating journey for ServiceNow users/customers, fostering deep connections with our clientele and partners throughout the company.
• The ideal leader thrives in a fast-paced, evolving environment, adhering to an agile development methodology to bring visionary products to fruition. This position represents a unique opportunity at a particularly thrilling juncture in ServiceNow’s journey.

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.
• 20+ years of experience in digital platform strategy, product management, and technical leadership roles within marketing systems, analytics and architecture. Proven track record in building customer-facing digital products, systems and experiences.
• The ideal candidate will have a proven track record of developing intricate products, executing the digital strategy with interdisciplinary teams in an agile framework, making decisions rooted in data while delivering pioneering, personalized digital experiences that propel business success.
• 15+ years leading, mentoring, recruiting, and growing a team of engineers, product, publishing, UX, Ad tech, QA, design professionals, together with agency management.
• Deep knowledge of Analytics, MarTech /AdTech stacks, CMS, CDP, CRM, A/B testing, Headless CMS, personalization, web security and privacy (GDPR/CCPA,) Marketing Automation, UX/UI design and modern web/mobile development practices.
• Understanding of the Digital and Marketing landscape as it pertains to MarTech, AdTech, Digital Acquisition, SEO and SEM and how it works together in a customer journey with the .com experience.
• Deep knowledge of leading large teams in a scaled agile framework as well as driving engineering excellence through DevOps (CI/CD).
• Vast understanding of the Agile release engine and product intake to engineering processes.
• Experience using the Adobe stack to drive enterprise websites and scalability tools.
• Exceptional leadership skills with a history of mentoring, recruiting, and growing teams. Ability to influence and drive vision across the organization.
• Ability to lead a global team and be available across different time zones.
• A passion for collaborating with a cross-functional team to solve complex business problems while removing ambiguity, building consensus and gaining influence.
• Strong analytical and strategic planning skills, with the ability to translate complex concepts into actionable plans.
• Experience managing enterprise level budgets and leading large strategic initiatives.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels within the organization.
• Bachelor’s degree in technology, Engineering, Product design, or a related field. Advanced degrees such as an MBA or master’s in marketing or technology are preferred.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $263,000 - $447,000, 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. 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 globaltalentss@servicenow.com 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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