Community User Group Program Implementation 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
This role will drive the operational execution, technology management, and data reporting for the ServiceNow Community User Group program. This role will focus on optimizing program processes, maintaining and enhancing the technology stack, and ensuring data-driven insights support program growth and engagement. Working closely with internal teams, this role will ensure that the program is operationally efficient, scalable, and aligned with ServiceNow's broader community and business objectives.
Key Responsibilities
Technology Stack Management & Optimization

• Support the community platform and own event management tools that power the user group program.
• Ensure seamless integration, maintenance, and performance of the program's technology stack, including community event & online platforms, CRM, event systems, and reporting tools.
• Collaborate with internal teams to enhance automation, self-service capabilities, and user experience for community leaders and members.
• Serve as the primary technical support contact for program-related tools, troubleshooting issues, and improving system functionality.
• Lead evaluation and implementation of new technologies that improve program efficiency and scalability.

Data Collection, Reporting & Insights

• Develop and maintain real-time dashboards to track key performance indicators (KPIs) such as engagement, retention, event participation, and sentiment.
• Establish data pipelines and reporting structures to provide actionable insights into user group activity and program effectiveness.
• Regularly analyze trends and member feedback to identify areas for optimization and provide recommendations to enhance the program.
• Deliver monthly and quarterly reports to leadership, highlighting performance metrics and business impact.
• Ensure data accuracy, consistency, and alignment with broader ServiceNow Community and business objectives.

Process & Documentation Management

• Standardize and document program processes, workflows, and best practices to ensure operational consistency.
• Develop a centralized knowledge base for our user group leaders, which will include guides, FAQs, and training materials.
• Continuously streamline and automate program operations to enhance efficiency and scalability.
• Work with internal teams to ensure alignment on process improvements that enhance the user group experience.

Cross-Functional Collaboration & Support

• Partner with marketing, product, digital experience, learning, and regional teams to ensure seamless execution of community initiatives.
• Provide technical and operational support to community leaders, ensuring they have the tools and insights needed to run successful groups.
• Support program content distribution and event logistics through automated workflows and technology solutions.
• Act as the operational backbone of the user group program, ensuring all systems, data, and processes work together effectively.

Qualifications
Required Skills & Qualifications

• 8+ years of experience in community operations, program management, or technology administration, preferably within the SaaS industry.
• Strong expertise in managing community platforms, event management tools, CRM, and reporting systems
• Proficiency in data analytics, dashboard creation, and reporting tools
• Experience optimizing and automating community workflows, processes, and technology stacks.
• Strong organizational and project management skills with the ability to manage multiple priorities.
• Excellent problem-solving abilities with a data-driven approach to program improvements.
• Experience working cross-functionally with IT, marketing, and product teams.
• Genuine community builder with a growth mindset.You have a talent for turning complex pieces into a well-oiled machine.
• Understanding of ServiceNow's ecosystem and customer journey is a plus.

Why This Role Matters

• The Community User Group Implementation Manager ensures that the program runs efficiently, leveraging technology, data, and streamlined processes to enhance community engagement and scalability. By driving operational excellence, automation, and data-driven insights, this role supports the long-term success of ServiceNow's global user group program.

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 $112,200 - $196,400, 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. 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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