Staff Research Program Manager

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We are looking for an enthusiastic and organized Staff Research Program Manager to join our Research Operations (Research Ops) team and help support the strategic development of a multidimensional infrastructure that promotes increased efficiency, visibility, and influence of our User Research & Insights Team. This individual will play an integral role in other aspects of Research Ops including organizational and space demands, data knowledge and management, and the development of best practices guidelines.

The Staff Research Program Manager will oversee the planning, coordination, and execution of high-impact customer recruitment projects, research programs, and initiatives within the organization. This role requires close collaboration with internal and external stakeholders to ensure the successful delivery of program objectives, timelines, and deliverables. The Staff Research Program Manager will also manage cross-functional teams, mitigate risks, and drive continuous improvements in customer engagement, research operations, and project execution.

Key Responsibilities:

• Be dedicated to facilitating a great end-to-end experience for customers and partners participating in ServiceNow’s research efforts.
• Help coordinate research activities including identifying and vetting potential customers and partners for research engagements, scheduling study appointments, managing location logistics, generating research materials, assisting with recruiting efforts, and administering participant compensation.
• Communicate with internal and external stakeholders that own customer relationships in all research activities.
• Manage a database of existing and prospective research participants including customer and partner contacts.
• Ensure that our research findings database is always up-to-date and maintained by our researchers, generating reports and progress against the database.
• Identify and document research best practices and tools to increase team efficiency.
• Lead and manage customer recruitment projects and research programs from inception to completion, ensuring alignment with organizational goals and objectives.
• Develop detailed project plans, timelines, and resource allocation to deliver high-quality research outcomes.
• Coordinate and liaise with research teams, external collaborators, and stakeholders, ensuring timely communication and progress updates.
• Provide leadership in program management methodologies and best practices, ensuring consistent and successful delivery of projects.
• Identify and manage potential risks, develop mitigation strategies, and resolve project challenges proactively.
• Facilitate cross-functional collaboration among departments such as sales, product management, and operations.
• Monitor and report on program performance, providing insights and recommendations for continuous improvement.
• Mentor junior Research Program Managers, guiding best practices and professional development.

• Bachelor’s degree in a relevant field (e.g., Science, Engineering, Business, or related disciplines).
• 7+ years of experience in program or project management within research or related fields.
• 2+ years of experience in the technology industry, ideally in enterprise software development.
• Proven ability to manage complex, cross-functional programs involving research and development initiatives.
• Have foundational knowledge of user-centered design and research practices in general.
• Strong leadership, problem-solving, and decision-making skills.
• Excellent communication and collaboration abilities, with experience engaging with both technical and non-technical stakeholders.
• Familiarity with research methodologies, tools, and best practices in research program management.
• Experience managing program deliverables.
• Experience assisting in research activities and familiarity with market, product, customer, user experience, or academic research including
• PMP or other relevant project management certification (preferred).

Key Competencies:

• Strategic thinking and the ability to align research operations initiatives with organizational goals.
• Strong organizational and multitasking skills to manage multiple research programs simultaneously.
• Proactive, self-motivated, and able to work in a fast-paced, dynamic environment.
• Ability to drive continuous improvement and innovation within research processes and methodologies.
• You are comfortable with ambiguity and have a desire to overcome obstacles.
• A curious mind, quick learner, anticipates needs, bias for action, and attention to detail.

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.

If you are an individual with a disability and 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 +1 (408) 501-8550, or [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.

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