We are seeking a strategic Web Experience Manager to define and drive the web experience vision for ServiceNow's product and platform launches. This role will own the complete launch experience arc鈥攆rom pre-launch anticipation through launch day execution to post-launch engagement鈥攊ncluding live stream experiences, registration flows, on-demand content, and integration across ServiceNow.com. The ideal candidate brings deep expertise in digital experience strategy, content strategy, and web design principles, with ability to transform launch objectives into engaging, data-driven web experiences that drive awareness, registration, and conversion.
This is a strategic individual contributor role requiring vision-setting capabilities, cross-functional leadership, and subject matter expertise in web optimization and personalization for high-visibility launch moments.
Responsibilities:
Launch Experience Strategy & Vision
- Define the web experience strategy and vision for product and platform launches, ensuring cohesive, engaging digital journeys that align with launch objectives and business goals
- Partner with Digital Strategy and Product Marketing teams to understand launch goals, positioning, and content, then translate these into compelling web experience strategies
- Create innovative frameworks for launch experiences that build anticipation pre-launch, drive engagement during launch events, and sustain momentum post-launch
- Establish best practices and scalable mechanisms for launch web experiences, including templates, content structures, and optimization approaches that can be applied across multiple launches
- Anticipate digital experience trends and introduce innovative approaches to launch storytelling, event experiences, and audience engagement
- Define success metrics for launch experiences including registration rates, live stream engagement, on-demand viewership, launch day traffic, content interaction, and conversion
Launch Web Experience Ownership
- Own the complete web experience for product launches including pre-launch landing pages, teaser campaigns, registration flows, live stream experiences, on-demand replay, and post-launch content
- Design and implement web experiences that effectively communicate product value, build excitement, and drive registration and attendance for launch events
- Coordinate with Engineering and Product Management teams who own the technical streaming infrastructure to ensure seamless integration between web experiences and live stream delivery
- Collaborate with other Web Experience Managers (Homepage, Product Pages, Conversion & Growth) to ensure launch messaging and experiences are integrated across ServiceNow.com
- Partner with Studio (Design), Publishing, Localization, and Brand teams to create visually compelling, on-brand launch experiences that work across global markets
- Ensure launch experiences are accessible, performant, and optimized for engagement across devices and audiences
Testing, Optimization & Personalization
- Lead data-informed optimization strategies for launch experiences, leveraging analytics, personalization, and content strategy to improve engagement and conversion
- Design and execute testing programs (A/B tests, personalization experiments) to optimize registration flows, messaging, CTAs, and content hierarchy for launch pages
- Integrate analytics, user behavior data, and performance insights to continuously improve launch experience effectiveness
- Implement personalization strategies that deliver relevant launch content and messaging based on audience segment, role, industry, or engagement history
- Monitor launch performance in real-time, making adjustments as needed to optimize engagement during critical launch moments
- Analyze post-launch data to derive insights and recommendations that inform future launch strategies
Cross-Functional Leadership & Coordination
- Serve as the strategic lead for all launch web experiences, aligning content, design, analytics, engineering, and marketing teams toward shared launch objectives
- Build strong relationships with Product Marketing, Integrated Marketing, Demand Generation, Corporate Communications, PR, and Events teams
- Coordinate launch timelines, dependencies, and deliverables across multiple cross-functional teams to ensure flawless execution
- Set goals, manage priorities, and make tradeoffs independently while keeping leadership informed and aligned on launch strategies and progress
- Lead teams toward aligned experience goals, providing clarity and cohesion across design, content, analytics, and technical implementation
- Advocate for user experience and web best practices while balancing marketing objectives, launch timelines, and technical constraints
- Coach others on communication, influence, and stakeholder management in the context of high-visibility launch initiatives
Strategic Planning & Continuous Improvement
- Develop scalable launch experience frameworks and playbooks that create consistency and efficiency across multiple launches per year
- Create mechanisms for quality assurance, testing, and continuous improvement of launch web experiences
- Connect customer insights, competitive analysis, and performance data to business outcomes through digital optimization
- Stay ahead of industry trends in event experiences, live streaming, digital launches, and product announcement strategies
- Share subject matter expertise on launch best practices, optimization techniques, and innovative experience approaches with the broader Web Experience team
- Inspire creative thinking about how web experiences support product launch objectives and customer engagement throughout the launch lifecycle