Sr. Manager, Social Strategy

Responsibilities

• Own Social Strategy Across Social Platforms: Define the strategic vision and positioning for ServiceNow across Meta, LinkedIn, YouTube, TikTok, X, and emerging channels. Develop a forward-looking roadmap aligned to our editorial calendar, product launches, thought leadership moments, and cultural opportunities. Identify opportunities to expand into new content pillars and evolve existing pillars based on audience behaviors, engagement patterns, and strategic insights. Establish clear audience targets and platform-specific strategies that reflect how to reach enterprise buyers organically across each channel.
• Build Content Architecture: Develop integrated content strategies and always-on programming architectures that translate ServiceNow's positioning into scalable, channel-native programs. Serve as steward of the brand across social, ensuring all content reflects our visual standards, tone, and perspective. Partner closely with creative teams to brief, concept, and execute channel-right content across photo, video, thought leadership, and community-generated content. Write creative briefs and social strategies that give creative teams a genuine problem to solve, framing the strategic challenge with precision, clear point of view, and useful constraints. Test content formats and creative approaches to optimize for engagement, reach, and audience connection.
• Cultivate & Activate Community: Tap into and activate ServiceNow's community of practitioners, builders, and decision-makers to uncover insights and identify moments of cultural relevance. Mine community conversations and user-generated content for signals that inform new strategic challenges and social moments. Develop community-first campaigns and activations that drive buzz, engagement, and strengthen brand perception. Build a community-first mindset into the always-on program that strengthens brand perception and creates space for authentic dialogue.
• Leverage Performance & Insights: Use performance data and audience insights to refine content strategy, optimize for emerging opportunities, and identify moments worth amplifying. Translate analytics and learning into strategic recommendations that inform content evolution and platform investment. Make the case for strategic pivots and new directions backed by evidence and cultural insight.
• Lead Cross-Functional Execution: Partner with product marketing to identify moments to integrate ServiceNow products and narratives into social storytelling. Collaborate with editorial and brand strategy teams to ensure social strategy aligns with broader brand positioning and messaging. Work with customer marketing and proof teams to bring customer success stories and proof points to life on social—identifying authentic moments and opportunities to amplify customer advocacy. Work with paid media and performance teams to identify amplification opportunities and ensure social content gets the media support it deserves. Build trusted relationships with stakeholders across creative, product, data, and marketing disciplines.
• Stay Ahead of the Curve: Monitor trends across business, tech, culture, and social media to inform proactive, culturally relevant activations. Track platform evolution, emerging features, and shifts in audience behavior across all channels. Build and maintain social listening programs and cultural trendspotting frameworks that inform strategic decisions. Be the person who flags when we need to try something new before everyone else does.

Requirements

• 10+ years of demonstrated experience in social and content strategy, with a track record of building differentiated strategies (not just executing against an existing calendar) across brand channels, always-on programs, or editorial-led social presence.
• Deep platform fluency across LinkedIn, Meta, TikTok, YouTube, and emerging platforms. You understand algorithmic distribution, paid amplification mechanics, community dynamics, and how cultural moments surface and move across platforms. You know the difference between platform best practices and genuine cultural insight.
• Proven strategic leadership defining content architecture, positioning, and audience strategy for always-on brand channels. You've shaped how a brand shows up in social spaces with consistency, intention, and authenticity.
• Brief-writing and strategic communication craft. Your briefs create useful constraints, build a clear point of view, and give creative teams problems worth solving. You can distill complex brand challenges into actionable narratives and present strategic work with confidence.
• Data literacy and analytical rigor. You know how to define the right KPIs, interpret performance dashboards, and translate findings into strategic decisions. You're comfortable asking hard questions when you don't have the answers yet.
• Experience in B2B, tech, or complex categories where audience trust, credibility, and thought leadership matter. Bonus if you've worked in AI, enterprise software, or similar spaces.
• Strong cross-functional operator mindset. You build trust with stakeholders across disciplines—from creatives to product teams to executives—and lead through influence and the quality of your work, not just authority.
• Creative judgment and attention to detail. You have a strong point of view on what makes content work. You care deeply about consistency, craft, and quality. You understand that millions of eyes may see your work—it must be excellent.
• Entrepreneurial spirit. You're comfortable operating in ambiguity, parachuting into unfamiliar territory, rapidly developing context, and moving with confidence. You introduce and establish new ways of working.

Preferred

• Bonus if you've worked in AI, enterprise software, or similar spaces.