[Remote] Director, Digital Support Services at ServiceNow

Candidates must have 10+ years of experience in digital support, self-service platforms, product management, or customer experience strategy within a SaaS or enterprise software environment. Experience leveraging or critically thinking about AI integration into work processes, decision-making, or problem-solving is required, along with a deep understanding of customer support ecosystems, case deflection levers, and knowledge management best practices. Demonstrated experience implementing or scaling GenAI, virtual agents, or semantic search in support or product environments is essential, as is a proven track record of driving measurable improvements in digital support KPIs. The role demands a strategic thinker with strong execution skills, the ability to align stakeholders across functions, strong user empathy, and a passion for creating frictionless customer experiences.