Sr. Manager, Product Design

  • Building A,B,C 2225 Lawson Lane, Santa Clara, California, United States
  • Full-time
  • Work Persona: Flexible or Remote
  • Region: AMS - North America and Canada
  • Employee Type: Regular

Company Description

ServiceNow is making the world of work, work better for people. Our cloud‑based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

What we expect you to achieve in this role:

· Recognized as owner and leader in multiple management domains

· Effectively mentors and nurtures the design team

· Directly manages 8-10 designers and/or managers

· Considers team dynamics when executing design decisions

· Plans design efforts to benefit stakeholders & other departments

· Establishes measurement for successful design work

· Leads/runs design discussions

· Leads and develops short and long-term roadmaps for product design execution

· Considers all feedback regardless of department/position/relationship, and communicates relevant information back to the team

· Drives team meetings with Senior Leadership to keep efforts on track

· Establishes and enforces organizational processes and programs to improve effectiveness, productivity, and efficiency

· Provide guidance on hiring efforts and growing the design team

· Evangelizes design thinking and is seen as a thought leader within the company and the UX design industry

What you get to do in this role:

· Change the way people work through design thinking and develop a cohesive and flexible UI approach to enterprise products which resonates with all target audiences

· Oversee a portfolio of platform-centric products, across workspaces & portals, while acting as a mentor & manager to subordinates

· Work closely with Product and Engineering from strategic definition, planning, architecture, and innovation through tactical execution of the Product Roadmaps

· Work with your peers to ensure a unified and cohesive experience across the ServiceNow ecosystem

· Assist in conducting user needs assessment, task analysis and develop user profiles; identify key tasks for user research, competitive analysis and user testing, develop usability plans

· Develop high level task flow content and then use storyboards and other design documents to communicate concepts and vision to others

· Lead your team through rapid iteration of theoretical task scenarios, navigation map, flow, and state-transition diagrams to document design decisions

· Oversee your team's work: detailed mockups, prototypes and behavior specifications

· Understand the company's Design Systems, encourage their application, and contribute to their further development and maintenance

· Participate in documentation development process such as user experience specifications, testing and evaluation


In order to be successful in this role, we need someone who has:

· Bachelor’s Degree (or equivalent experience) in interaction design, cognitive science, visual design, game design, cognitive psychology, sociology, or related disciplines

· Minimum 5+ years of experience managing people and/or leading design teams

· Minimum 9+ years of experience in UX Design and/or Interaction Design field

· History shipping modular and extensible platform-based, customizable products

· Experience deploying, integrating, or extending enterprise platforms, products, and workflows

· An inspiring portfolio representing the process you follow to build insanely great experiences

· Expert with Sketch, Photoshop, or other design tools

· Ability to do rapid prototyping in Keynote, Framer, Principle or similar tools

· Must have strong written and verbal English communication skills

· Must have excellent teamwork, communication, and technical problem-solving skills to contribute within a multi-functional and multi-disciplined team

· Obsessed with the relentless pursuit of UX perfection working inside an iterative and agile development environment

· Must be able to work with minimal supervision in a fluid, fast-paced and truly agile environment

· Expected to demonstrate a high level of initiative, good sense of humor, and a “make it work” ethos

Bonus Points:

· Knowledge of web design technologies (HTML, CSS)

· Experience working in an agile or incremental manner

· Experience working with tools such as ServiceNow, Miro, or Abstract

· Experience in creating content and/or designing with compliance to WCAG 2.0/2.1 AA guidelines

· Experience in one of the following enterprise verticals: IT, Security Operations, Customer Service Management, Human Resources, Performance Analytics, or Consumer Brands

Additional Information

ServiceNow is an Equal Employment 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.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more. 

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at [email protected] for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work Personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.
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