Senior Manager, Web Experience

We are seeking an experienced Senior Manager to lead our Web Experience team in defining and executing content strategy and web page optimization for ServiceNow.com. This role will oversee a team of Web Experience Managers who own the planning, creation, optimization, and performance of high-impact web page experiences. The ideal candidate brings deep expertise in digital marketing, web content strategy, conversion optimization, and customer journey design, with a proven track record of leading teams that deliver measurable marketing outcomes through data-driven web experiences.

Responsibilities

Content Strategy & Web Experience Leadership

• Define the overall content strategy and web page experience approach for ServiceNow.com, ensuring alignment with marketing campaigns, product positioning, brand messaging, and customer journey objectives.
• Establish best practices for web content planning, audience targeting, page optimization, conversion tactics, personalization strategies, and A/B testing methodologies.
• Work with Product Management teams who own the underlying CMS and design system platforms, providing business requirements for capabilities needed to support content goals.
• Drive innovation in how ServiceNow.com engages audiences through content, messaging, layout, personalization, and interactive experiences.

Performance Optimization & Measurement

• Establish frameworks for measuring web page performance including engagement metrics, conversion rates, content effectiveness, and campaign impact.
• Guide the team in designing and executing testing strategies (A/B tests, multivariate tests, personalization experiments) to continuously improve performance.
• Review analytics and test results with the team to identify optimization opportunities and scale successful approaches across the site.
• Champion a culture of experimentation, data-driven decision making, and continuous improvement.

Team Leadership & Development

• Lead, mentor, and develop a team of Web Experience Managers with diverse areas of ownership.
• Provide expert coaching on digital marketing best practices, web content strategy, testing methodologies, conversion optimization, audience segmentation, and customer journey mapping.
• Conduct performance management, career development planning, and capability building for all team members.
• Build team expertise in emerging areas such as AI-driven personalization, dynamic content, and advanced audience targeting.

Execution & Operational Excellence

• Oversee the planning, prioritization, and delivery of web page initiatives, ensuring they support marketing campaigns, product launches, and business objectives.
• Establish operational workflows and governance processes that enable efficient partnership between Web Experience Managers and cross-functional stakeholders.
• Review and approve major web page launches, content strategies, testing plans, and personalization approaches to ensure quality, brand consistency, and marketing effectiveness.
• Serve as the primary escalation point for web experience decisions, content trade-offs, and stakeholder alignment.

Stakeholder Partnership & Communication

• Build strong relationships with senior leaders across Product Management, Product Marketing, Integrated Marketing, Field Marketing, Brand, and Corporate Communications.
• Communicate web content strategy, campaign performance, optimization insights, and recommendations to marketing leadership.
• Represent the web experience function in marketing planning discussions, campaign kickoffs, and go-to-market reviews.
  • Advocate for customer needs and web best practices while balancing marketing objectives, brand requirements, and technical constraints.