Director, AI Readiness & Technical Communities

Servicenow; Arizona; Hybrid; USD 150,000 - 210,000; Full time

Job summary

ServiceNow is seeking a Director of Community of Practice within the Customer Excellence Group to scale practitioner expertise globally. You will own strategy, design, and day-to-day operations of a self-sustaining community ecosystem across GEOs and customer-facing roles.

You will lead readiness, content standardization, and engagement to amplify knowledge, partnering with product, engineering, and universities to accelerate AI readiness and practical impact.

Qualifications

• 10+ years in enablement, community management, learning and development, or technical program management in enterprise tech
• 5+ years leading communities of practice at scale (500+ participants)
• 2+ years of direct experience with AI technologies enabling AI adoption or AI-powered learning
• Demonstrated success building community programs in large, matrixed organizations
• Experience presenting strategy and results to VP/SVP audiences with measurable impact
• Track record of leading durable change-management initiatives
• Bachelor’s degree or equivalent professional experience

Responsibilities

• Define the community operating model, charter, and success metrics for all communities of practice
• Design and implement community types mapped to certification roles/personas
• Build cadence, rituals, and contribution mechanisms for healthy, self-sustaining communities
• Establish community health dashboards with participation, content velocity, and engagement metrics
• Recruit and develop GEO Community Practice Leaders and global practitioner champions
• Partner with GEO leaders, Product leadership, and PD&I to ensure co-owned programming
• Embed AI adoption frameworks into community channels and content
• Maintain feedback loops to inform product releases and strategy
• Govern governance and sustainability planning for large, matrixed organizations
• Present strategy and impact to senior stakeholders

Skills

Relationship building

Executive communication

Influence without authority

Technical community leadership

AI fluency & adoption

Change management

Enablement design sensibility

Data-driven decisions

Education

Bachelor’s degree in a relevant field

Tools

AI enablement tools

Job description

ServiceNow is seeking a Director of Community of Practice within the Customer Excellence Group to scale practitioner expertise globally. You will own strategy, design, and day-to-day operations of a self-sustaining community ecosystem across GEOs and customer-facing roles.

You will lead readiness, content standardization, and engagement to amplify knowledge, partnering with product, engineering, and universities to accelerate AI readiness and practical impact.