Sr Manager, Service Management

About the role

The Senior Manager, Service Experience & Design Lead is responsible for designing and executing end-to-end service experiences across digital employee touchpoints (e.g., ServiceNow).

Responsibilities

• Deliver a seamless, end-to-end service experience across digital employee touchpoints (e.g., ServiceNow) that is intuitive, consistent, and easy to navigate
• Ensure enterprise service experiences are consistently designed and executed using standardized frameworks, patterns, and design principles
• Define and evolve service journeys and persona-based experiences that reflect how employees actually engage with services
• Improve usability and reduce effort across key service journeys, resulting in simpler, faster, and more intuitive user experiences
• Eliminate friction points across service interactions, driving measurable improvements in journey completion and user experience
• Create a consistent, connected multi-channel experience across portal, chatbot, virtual agent, mobile, and agent-assisted channels
• Enable seamless transitions across channels and support tiers, reducing user confusion, rework, and dropped requests
• Drive increased adoption of self-service experiences through intuitive design that guides users to resolve needs without escalation
• Ensure experience designs effectively leverage automation and AI capabilities, improving resolution speed and reducing dependency on manual support
• Continuously identify and close experience gaps by analyzing user behavior, journey performance, and channel usage patterns
• Translate experience insights into tangible design improvements and enhancements that improve usability and overall service experience
• Build alignment and adoption of service experience standards across functions, ensuring consistency in how services are designed and delivered

Qualifications

• Bachelor's degree required, MD preferred
• 8+ years of experience in service design, user experience (UX), or enterprise service management within large, complex organizations
• Strong expertise in service journey mapping and persona-based design, user experience (UX) and interaction design, process simplification and experience optimization
• Experience designing and improving multi-channel service experiences (e.g., portal, chatbot, virtual agent, agent-assisted support)
• Experience with enterprise service platforms such as ServiceNow or equivalent
• Proven ability to translate user needs and business requirements into practical, scalable design solutions
• Comfortable navigating ambiguity and fast-evolving environments, with a proactive mindset and the ability to bring structure and clarity to complex challenges
• Strong, professional interpersonal and communications skills, both verbal and written
• Hightly organized and detail-oriented, with the ability to manage competing priorities and maintain high-quality output in a fast-paced and ambiguous environment

Pay

• Bonus Eligible: YES
• Long - Term Incentive: YES
• Benefits Eligible: YES
• Salary Range: $152,678.00 - $190,847.00 per year

Benefits

• Comprehensive health insurance, including medical, prescription drug, mental health, dental and vision coverage, as well as, life insurance.

Additional Information

• Reasonable accommodations to qualified individuals with disabilities as part of the application or hiring process or to perform the essential functions of their job.
• Equal opportunity employer committed to the diversity of our workforce.