Job DescriptionCustomer Excellence Group - Product Delivery & Innovation Role overview ServiceNow is standing up a dedicated Communities of Practice function within the Customer Excellence Group (CEG). This function is designed to multiply expertise across 3,400+ practitioners worldwide. The Director, Community of Practice will own the strategy, design, and day-to-day operation of this community ecosystem, scaling AI and technical readiness across every GEO and every customer-facing role.
This role sits at the convergence of three disciplines - readiness, content standardization, and communities and serves as the amplification layer in the PD&I Readiness Engine. Product experts earn hard-won lessons in the field; the readiness team packages them; you multiply them across CEG so expertise is scaled.
You will report to the Director of Technical Readiness and partner closely with GEO leadership, Product, Engineering, and ServiceNow University to build something CEG has never had: a self-sustaining, accountable system for scaling practitioner expertise at speed.
Relationship to CEG Role & Org Excellence This role is distinct from, and works in close partnership with, the Director, CEG Role & Org Excellence. That role owns role mandates, competency frameworks, and organizational design - defining what roles exist across CEG and what they are accountable for. This role owns the community operating model -how practitioners build, share, and apply expertise within those roles once they are defined. You will define the competency framework, and you will keep community programming aligned as role mandates evolve.
Key responsibilities Community strategy and governance - Define the community operating model, charter, and success metrics for all communities of practice across CEG- scoped to how practitioners engage and share expertise, not organizational role design or reporting structure
- Design and implement community types mapped to certification roles/personas.
- Build the cadence, rituals, and contribution mechanisms (community governance) that keep each community healthy, productive, and self-sustaining over time.
- Establish community health dashboards with leading and lagging indicators-participation rates, content contribution velocity, certification correlation, and practitioner engagement scores
Practitioner engagement and relationship building - Recruit, develop, and support GEO Community Practice Leaders- practitioner-facing roles distinct from GEO Business Leads who embody the practice at the regional level, dedicating approximately two days per month to community leadership
- Cultivate a global network of practitioner champions who co-author best practices, peer-review, technical readiness and serve as closed feedback loop chairs.
- Build trusted partnerships across GEO leaders, Product leadership, and PD&I to ensure communities are co-owned rather than centrally imposed
- Partner with the Director, CEG Role & Org Excellence to ensure community programming reflects current role mandates and competency frameworks as they evolve
- Maintain an active feedback loop so field lessons flow all the way back to Product, informing the next release cycle
AI readiness and technical enablement at scale - Embed AI adoption frameworks, use cases, and best practices into every community channel-making AI readiness a natural part of practitioner workflow, not a separate training event
- Partner with AI architects and the Product Excellence team to translate technical complexity into community-ready content - adoption frameworks, value realization playbooks, executive briefing guides, and implementation patterns
- Leverage AI-powered tools (Yoodli simulations, AI-assisted expertise registries, automated field-voice reporting) to scale community operations without proportional headcount
- Stay current with AI developments across the industry- not just ServiceNow products - and bring external perspectives into community programming
Content and knowledge amplification - Operate the fan-out layer of the readiness engine-taking packaged expertise from PD&I and distributing it through communities so a single asset reaches hundreds of practitioners
- Coordinate with the Content Standardization Lead to ensure community-generated content meets quality, structure, and voice standards
- Contribute to the repository and discovery mechanisms for community-sourced learning assets, playbooks, and field-tested patterns
Community adoption and behavior change - You will partner with the Director of CEG Field Readiness to lead the adoption and behavior change required to make communities of practice stick.
- Build the executive narrative that makes the value of communities visible and repeatable- linking community health to certification rates, time-to-proficiency, customer outcomes, and revenue impact
- Present community strategy, progress, and impact to SVP/VP-level audiences, including CEG leadership and cross-functional stakeholders
- Champion a culture where peer-led learning is valued alongside formal training - making the 70-20-10 model real rather than aspirational
Measurement and continuous improvement - Define and track metrics across four dimensions: learning metrics (completion, certification velocity), engagement metrics (monthly active contributors, peer participation), business impact (AI attach rates, implementation cycle time, CSAT), and community sustainability (self-sustaining contribution rates, champion readiness)
- Run quarterly capability reviews with skills gap analysis to ensure community programming stays ahead of role evolution
- Report monthly on community health, course correct quickly, and scale what works
Critical skills and competencies Relationship building
You build trust quickly across levels and functions. You know that community adoption depends on relationships - not mandates - and you have a track record of earning co-ownership from regional leaders in matrixed organizations.
Presentation and executive communication
You present strategy, data, and impact to VP/SVP audiences with clarity and confidence. You tailor your message to the room whether that is a GEO all-hands, a leadership review, or a practitioner workshop.
Influence without authority
You drive outcomes through persuasion, credibility, and coalition-building rather than positional power. You have led practitioner-facing initiatives at enterprise scale where success depended on getting buy-in from leaders who did not report to you - distinct from formal organizational design authority.
Technical community leadership
You have built, scaled, or operated technical communities of practice in large organizations. You understand the mechanics of healthy communities: cadence, rituals, governance, contribution incentives, and sustainability planning.
AI fluency and applied AI experience
You are a practitioner of AI - not just an observer. You use AI tools daily, understand adoption barriers, and can credibly lead AI readiness programming for technical and customer-facing roles. Experience with AI enablement, AI-powered learning platforms, or AI adoption frameworks is essential.
Change management at scale
You have led adoption and behavior-change initiatives that stuck - not just launched. You understand resistance patterns, executive sponsorship models, incentive alignment, and the difference between communication plans and real change management. This is distinct from enterprise organizational design or role architecture, which sits with a separate CEG function.
Enablement Focus/ Learning design sensibility
You do not need to be an instructional designer or a master trainer, but you do understand adult learning frameworks (70-20-10, Bloom's Taxonomy, spaced repetition) well enough to ensure community programming reinforces rather than duplicates formal learning paths. You have experience with skills and competency frameworks.
Data-driven decision making
You define success metrics before you launch, track leading indicators, and course correct based on evidence. You can build and present dashboards that make community health visible to leadership.
QualificationsRequired - 10+ years of experience in enablement, community management, learning and development, or technical program management in enterprise technology organizations
- 5+ years leading communities of practice, centers of excellence, or practitioner networks at scale (500+ participants across multiple regions)
- 2+ years of direct experience with AI technologies - either enabling AI adoption across organizations, building AI-powered learning or enablement programs, or leading technical communities focused on AI/ML capabilities
- Demonstrated success building community programs from scratch in large, matrixed organizations -including defining governance, recruiting volunteer leaders, and sustaining engagement beyond the initial launch
- Experience presenting strategy and results to VP/SVP-level audiences with measurable business impact
- Track record of leading change management initiatives that produced durable behavior change - not just awareness campaigns
- Bachelor's degree in a relevant field or equivalent professional experience
Preferred - Experience building technical certification programs
- Experience at a top-tier enterprise technology company (SaaS, cloud, platform) in a customer success, professional services, or post-sale organization
- Familiarity with ServiceNow products, the Now Platform, or the ServiceNow ecosystem
- Experience with AI-powered enablement tools (e.g., conversation intelligence, AI coaching simulations, adaptive learning platforms)
- Certifications or formal training in change management (Prosci, ADKAR) or community management (CMX, Community Roundtable)
- Experience operating hub-and-spoke enablement models across global GEOs
- Degree in organizational development, learning science, business administration, or a related field
Location and work arrangement This role supports a flexible work persona. ServiceNow offers flexibility in how and where work is performed, based on the nature of the role and team needs. This position may be based in a ServiceNow hub office or work remotely, with periodic travel to GEO locations and ServiceNow events (estimated 15-20% travel).
