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.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

ServiceNow's Americas Customer Excellence Group (AMS CEG) is seeking a Staff Communications Manager to serve as the senior communications authority for one of ServiceNow's highest-impact post-sale organizations. This is a strategic, high-visibility individual contributor role embedded in the Office of the COO — responsible for shaping how AMS CEG communicates its narrative, drives organizational alignment, and amplifies customer and leadership impact across internal and external audiences.

This role supports AMS CEG's ongoing transformation and strategic initiative portfolio, serving as the strategic voice that connects workstreams, drives alignment, and ensures consistent, effective communication across the CEG organization and its key partners. You will establish communication standards, craft and deliver key messages, manage executive briefings, and ensure the overall program narrative is cohesive, clear, and aligned to business goals.

This high-impact role requires a seasoned communications professional who can operate with significant autonomy across multiple levels of a complex global organization — setting strategy alongside senior leadership while executing with precision.

What you'll do

AMS CEG narrative and comms strategy

• Own AMS CEG's communications strategy — org identity, strategic priorities, transformation milestones, and customer outcomes — aligned to Global CEG guidance.
• Ensure cohesive messaging across initiative workstreams, aligning business and operational perspectives.
• Partner with Business Management on an integrated comms strategy across newsletters, all-hands, manager cascades, and LT updates.
• Drive communication planning across all stakeholder groups, from workstream leads to executive sponsors.
• Develop durable messaging frameworks so the team communicates consistently and independently.

Programs and enablement communications

• Build and manage a communications calendar aligned to milestones, initiative cycles, and business events.
• Develop a full suite of materials — executive updates, newsletters, change alerts, dashboards, FAQs, and status decks.
• Run a proactive comms program with the OCOO office to keep all org layers informed on AMS and Global initiatives.
• Drive change management (OCM) communications for major initiatives, building adoption and momentum with initiative leads.
• Connect workstreams program-wide so no stakeholder group is left behind.

Stakeholder engagement and executive briefings

• Design and deliver executive briefings that keep VP, GVP, and C-level leaders informed and aligned.
• Advise program leadership on key messages, communication risks, and mitigation strategies.
• Identify external speaking opportunities for the AMS GVP and develop narratives, talking points, and content for engagements (e.g., TSIA, K26, industry forums).
• Create external engagement content for the AMS CEG Leadership Team in a consistent, differentiated voice.

Customer storytelling

• Partner with Marketing to capture and package customer win stories across AMS.
• Run a repeatable engine that amplifies customer outcomes across AMS CEG, CEG Global, Sales, product teams, and external events.
• Develop internal storytelling campaigns that humanize the transformation and celebrate milestones.

Communications standards, governance, and channel management

• Define and enforce communication and documentation standards — templates, tone, branding, and approval workflows.
• Serve as the hub for messaging governance — reducing duplication, maintaining version control, and ensuring quality and consistency.
• Partner with internal comms, HR, IT, and PMO to coordinate delivery across channels (email, intranet, Teams, video).

Skills

• 10+ years of progressive experience in strategic communications, program communications, or transformation communications within large, global organizations.
• Demonstrated ability to operate at a staff/principal level: setting strategy, influencing senior stakeholders, and driving org-wide programs without a management layer.
• Proven experience supporting enterprise-wide technology implementations from a comms perspective; ServiceNow familiarity is an advantage.
• Track record of building communications programs from scratch in complex, matrixed global organizations.
• Strong knowledge of communications governance, brand standards, and editorial quality control.
• Exceptional writing, editing, storytelling, and presentation development skills.
• Skilled in use of key AI and publishing tools supporting communications such as Claude, CoPilot, Teams, SharePoint, Loop and others.
• Adept at building cross-functional relationships and influencing across highly matrixed environments.
• Experience in customer success, professional services, or post-sale environments is a plus.
• Detail-oriented with strong organizational and project management skills.
• Comfortable with ambiguity; able to translate complex program data into clear, actionable communication.
• Fluency in English required.
• Willingness to travel occasionally as needed.

Education

• Bachelor's degree in Communications, Journalism, Marketing, Public Relations, English, or a related field.
• Advanced degree (e.g., MBA or master's in communications, marketing, or organizational change) preferred.
• Equivalent professional experience in strategic or transformation communications will be considered in lieu of a degree.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.