Research Operations Program Manager

Employment Type: Full-time Location Type: Remote Salary: Not Specified

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Position Overview

We are seeking a Research Operations Program Manager to join our UX Research & Insights (UXRI) organization – a team of 140+ UX and Product Researchers. You will be joining a rapidly scaling global Experience Team (EX) of over 1,000 UX professionals (Research, Design, Product Content, and Ops) working to create product experiences that users love. In this role, you’ll be the backbone that enables smooth collaboration, operational excellence, and continuous improvement that powers the success of our research organization. You’ll work closely with cross-functional partners to deliver programs and streamline processes that set our teams up for success. If you’re passionate about creating scalable solutions and making a meaningful impact on how research supports business goals, this is the role for you.

As a key player in the research organization, you’re a proactive and adaptable program manager who thrives at the intersection of people, process, and technology. With a strong operational mindset and a collaborative spirit, you excel at driving cross-functional initiatives that enable teams to do their best work. You bring clarity to complex challenges, align diverse stakeholders, and champion your work with a solutions-oriented approach. Whether you’re streamlining onboarding, managing OKRs, or rolling out new tools, you’re passionate about creating smooth, scalable processes that empower research teams to deliver high-impact results. You’re comfortable working in ambiguity and eager to jump in where needed to remove roadblocks and keep projects moving forward.

Responsibilities

• Bring structure, clarity, and momentum to projects and programs that enable team effectiveness.
• Support the tool and vendor procurement process by gathering requirements, evaluating options, and assisting in implementation.
• Evolve the UXR new hire onboarding experience, aligning stakeholders and delivering a consistent, high-quality experience.
• Oversee the end-to-end OKR planning and reporting process for the research team, helping to ensure goals are clearly defined, progress is regularly tracked, and outcomes are aligned with organizational priorities.
• Ensure strong internal alignment by building relationships with key operational partners and keeping communication channels open across teams.

Qualifications

Basic Qualifications:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 2+ years of experience contributing to cross-functional projects or programs, preferably in research, design, or product environments.
• Experience supporting team enablement efforts such as onboarding, process improvement, or planning.
• Proven ability to proactively identify and solve problems, manage timelines, and drive results across multiple projects.
• Strong communication skills with the ability to synthesize information and influence stakeholders at all levels.
• Bachelor’s degree, or equivalent practical experience.

Preferred Qualifications:

• Experience working in a hybrid environment.