Director, AI Readiness & Global Communities

Servicenow; California (MO); Hybrid; USD 180,000 - 240,000; Full time

Job summary

ServiceNow is building a scalable Communities of Practice function within the Customer Excellence Group. The Director, Community of Practice will define strategy, governance, and day-to-day operations to multiply expertise across 3,400+ practitioners worldwide and accelerate AI readiness for customer-facing roles.

You will collaborate with GEO leadership, Product, Engineering, and ServiceNow University to create a self-sustaining ecosystem that amplifies practitioner expertise at speed.

Qualifications

• Relationship-building across levels and functions.

Responsibilities

• Define the community operating model, charter, and success metrics across all communities of practice.
• Design and implement community types mapped to certification roles/personas.
• Build cadence, rituals, and contribution mechanisms to sustain communities.
• Establish community health dashboards with leading/lagging indicators.
• Recruit, develop, and support GEO Community Practice Leaders.
• Cultivate a global network of practitioner champions and co-authors of best practices.
• Partner with leadership to ensure community programming aligns with role mandates.
• Maintain a feedback loop to inform product releases.

Skills

Relationship building

Executive communication

Influence without authority

Technical community leadership

AI fluency

Change management

Enablement design

Data-driven decisions

Education

Bachelor's degree or equivalent

Job description

ServiceNow is building a scalable Communities of Practice function within the Customer Excellence Group. The Director, Community of Practice will define strategy, governance, and day-to-day operations to multiply expertise across 3,400+ practitioners worldwide and accelerate AI readiness for customer-facing roles.

You will collaborate with GEO leadership, Product, Engineering, and ServiceNow University to create a self-sustaining ecosystem that amplifies practitioner expertise at speed.