高级社区经理
Principal Community Manager
我们最初是由工程师Fred Luddy编写代码，为他的同事Phyllis自动化了一个繁琐的任务。她感动得热泪盈眶。那一刻启发了Fred创建一家公司，让每个人都能摆脱琐事，专注于更有意义的工作。如今，ServiceNow是业务重塑的AI控制中心。我们的ServiceNow AI平台整合任何AI、任何数据和任何工作流程，帮助85%的财富500强®企业更聪明、更快、更好地工作。我们正在打造一个以AI为核心的组织文化，让技术和人才携手并进，势不可挡。而我们才刚刚开始。
加入我们，让AI为人们创造价值。
职位概述
ServiceNow正在寻找一位有战略眼光且经验丰富的高级社区经理，负责推动ServiceNow社区生态系统的增长、健康状况和长期可持续发展。
该职位负责社区参与策略、贡献者增长、员工参与、游戏化、社区智能和生态系统发展。高级社区经理将与产品、市场、客户成功、开发者关系、ServiceNow大学和社区项目团队合作，增强参与度，培养未来的社区领导者，并将社区洞察转化为商业价值。
理想的候选人具备社区建设的专业知识，同时拥有强大的分析能力、项目管理能力和影响利益相关者的能力。
职责：
社区增长与贡献者发展
· 制定并执行策略，提升社区参与度、互动性和贡献者增长。
· 建立计划，招募、激活、保留和发展来自客户、合作伙伴、开发者和员工的贡献者。
· 创建可扩展的入职和互动体验，增强长期参与度。
· 设立涵盖贡献者获取、激活、留存、互动和质量的成功指标。
社区健康与互动
· 定义并管理社区健康指标和成功标准。
· 监控互动情况、情绪、参与趋势和贡献者行为。
· 识别提升社区活力、回答质量和成员留存率的机会。
· 根据社区表现提供见解和建议给管理层。
员工与专家互动
· 开发计划，提高员工、产品团队、工程师和领域专家的参与度。
· 与业务各方面的利益相关者合作，提升响应覆盖范围和沟通效率。
查看英文原文
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.
Join us to put AI to work for people.
Role Overview
ServiceNow is seeking a strategic and experienced Principal Community Manager to drive the growth, health, and long-term sustainability of the ServiceNow Community ecosystem.
This role owns community engagement strategy, contributor growth, employee participation, gamification, community intelligence, and ecosystem development. The Principal Community Manager will partner across Product, Marketing, Customer Success, Developer Relations, ServiceNow University, and Community Programs to strengthen participation, develop future community leaders, and transform community insights into business value.
The ideal candidate combines community-building expertise with strong analytical, program management, and stakeholder influence skills.
Responsibilities:
Community Growth & Contributor Development
· Develop and execute strategies to increase community participation, engagement, and contributor growth.
· Build programs to recruit, activate, retain, and develop contributors across customers, partners, developers, and employees.
· Create scalable onboarding and engagement experiences that strengthen long-term participation.
· Establish success metrics covering contributor acquisition, activation, retention, engagement, and quality.
Community Health & Engagement
· Define and manage community health metrics and success measures.
· Monitor engagement, sentiment, participation trends, and contributor behavior.
· Identify opportunities to improve community vitality, answer quality, and member retention.
· Deliver insights and recommendations to leadership based on community performance.
Employee & Expert Engagement
· Develop programs that increase participation from employees, product teams, engineers, and subject matter experts.
· Partner with stakeholders across the business to improve response coverage and community engagement.
· Connect customer needs and community discussions with the appropriate internal experts.
Community Programs & Advocacy
· Partner with Community Programs, Events, and Developer Relations teams to translate offline engagement into ongoing online participation.
· Create post-event engagement strategies that drive contributor growth and retention.
· Identify high-potential contributors and partner with recognition program owners to surface qualified candidates.
Gamification & Community Strategy
· Own the strategy for community incentives, reputation systems, recognition mechanisms, and engagement programs.
· Evaluate the effectiveness of engagement programs and recommend improvements that encourage high-quality participation.
· Partner with platform teams to evolve community growth and engagement initiatives.
Vendor & Community Operations Management
· Manage the relationship with external moderation partners.
· Establish service expectations, escalation paths, governance processes, and performance measures.
· Ensure moderation practices align with community standards and business objectives.
Community Intelligence
· Analyze community trends, sentiment, participation patterns, and emerging topics.
· Translate community signals into actionable insights for Product, Marketing, and leadership teams.
· Serve as a strategic advocate for community-driven customer and market insights.
To be successful in this role you have:
Qualifications:
· 8+ years of experience in community management, customer advocacy, customer marketing, developer ecosystems, online communities, or related fields.
· Demonstrated success growing and scaling online communities and contributor ecosystems.
· Experience building engagement, advocacy, ambassador, expert, or contributor programs.
· Strong analytical and data-driven decision-making skills.
· Experience influencing cross-functional stakeholders and driving outcomes without direct authority.
· Excellent communication, presentation, and executive storytelling skills.
Preferred
· Experience with enterprise community platforms such as Khoros, Bevy, Higher Logic, or similar technologies.
· Experience designing gamification, engagement, reputation, or loyalty programs.
· Experience partnering with Product, Engineering, Marketing, Customer Success, Learning, and Developer Relations organizations.
· Familiarity with community analytics, listening platforms, AI-powered engagement tools, and ecosystem measurement.
Success Measures
Success in this role will be measured through improvements in:
· Community health and engagement
· Contributor acquisition, activation, retention, and diversity
· Employee and expert participation
· Answer quality and coverage
· Recognition pipeline development
· Community sentiment and trust
· Gamification effectiveness
· Community-derived business insights
· Overall ecosystem growth and sustainability
For positions in this location, we offer a base pay of $148,900 - $232,701, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
FD21
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. ©2026 Fortune Media IP Limited. All rights reserved. Used under license.