Senior Manager, Digital Content Strategy

Job summary

At ServiceNow, we're reimagining how digital experiences help buyers discover, evaluate, and adopt our products in an AI-first world. We're looking for a leader of Digital Content Strategy to define how content powers those experiences. This leader will shape the narrative systems, content architecture, editorial standards, and governance that connect our business strategy to customer experiences across ServiceNow.com and our broader digital ecosystem. This role combines strategic content leadership with a strong editorial point of view. You'll help define what content should exist, where it belongs, how it should be structured, and how it evolves to support buying groups, personalization, AI-powered discovery, and measurable business outcomes. You'll also raise the quality bar for how ServiceNow communicates across its digital experiences—bringing clarity, consistency, and editorial judgment to everything we publish. You'll partner with Experience Strategy, Experience Architecture, Product Marketing, Brand, UX, SEO, Analytics, and Engineering to transform our digital experiences from collections of pages into intelligent, connected systems that serve customers—and increasingly, AI agents. What You'll Do Define Our Digital Narrative Strategy - Own the strategic framework for how ServiceNow tells its story across digital experiences. - Translate business priorities, product strategy, and buying-group journeys into narrative frameworks, content models, and reusable experience patterns. - Ensure every experience reinforces a coherent story while adapting to different audiences, buying stages, and channels. - Develop content strategies that balance customer needs, business objectives, search behavior, and AI discoverability. Build AI-Ready Content Systems - Define structured content models that improve discoverability across traditional search, AI-powered search, conversational experiences, personalization engines, and emerging agentic interfaces. - Develop approaches that make content modular, reusable, and optimized for both humans and machines. - Help shape how ServiceNow's content strategy evolves as AI fundamentally changes how buyers discover, evaluate, and consume information. - Partner with Engineering and Experience Architecture to ensure our content foundation is ready for the next generation of digital experiences. Shape Digital Experiences - Partner closely with Experience Strategy to define the content strategy behind our highest-value customer journeys. - Work alongside Experience Architecture to ensure information architecture, navigation, metadata, taxonomy, and content structure reinforce customer goals. - Collaborate with Product Marketing and Brand to translate messaging into effective digital experiences. - Guide content strategy for flagship experiences including homepage, product pages, solution journeys, launches, campaigns, and emerging AI experiences. Lead Editorial Strategy & Quality - Serve as the editorial steward for ServiceNow's digital experiences, ensuring content is clear, consistent, useful, and aligned with our voice and customer needs. - Establish editorial standards that balance Product Marketing objectives, customer understanding, SEO, AI discoverability, and digital experience quality. - Review high-impact digital experiences and provide strategic editorial direction—not simply line edits—to improve clarity, narrative flow, and customer comprehension. - Partner with copywriters, Product Marketing, Brand, Creative, and UX Writing to elevate the overall quality of ServiceNow's digital storytelling. - Identify duplication, fragmentation, and unnecessary complexity across our digital ecosystem, helping simplify our content portfolio over time. - Bring strong editorial judgment to what belongs on ServiceNow.com, ensuring every experience earns its place and advances the customer journey. Lead Content Governance - Establish scalable governance, standards, playbooks, and best practices that improve consistency while enabling teams to move faster. - Define lifecycle strategies for creating, evolving, consolidating, and retiring content across a complex global website. - Lead strategic content audits and identify opportunities to simplify, modernize, and improve our digital ecosystem. - Develop reusable frameworks and guidance that empower distributed teams while maintaining a consistently high quality bar. Drive Optimization - Partner with SEO, Analytics, and Experimentation teams to understand how content performs. - Use behavioral data, search insights, AI discovery trends, customer research, and market intelligence to identify opportunities and prioritize improvements. - Translate performance insights into actionable recommendations that improve engagement, buying-group progression, discoverability, and conversion. - Champion a culture of continuous experimentation and evidence-based content strategy. Enable the Organization - Build frameworks that empower marketers, product teams, and content creators to develop better digital experiences independently. - Develop guidelines, training, office hours, and governance that improve quality without slowing delivery. - Serve as ServiceNow's thought leader for digital content strategy, editorial excellenc...

Responsibilities

Qualifications

Benefits

Company

ServiceNow

linkedin

Software Development

Location

Santa Clara, California, United States

Website

servicenow.com