Senior Product Strategy & Governance Lead

The Role
As the Product Strategy & Governance Lead you will be the strategic connector between vision and execution. Youll own governance frameworks for our most critical AI initiatives across CCX working directly with executive stakeholders in Customer Service and Support Global Learning and Development and Customer Excellence Group to drive strategic alignment and accountability.

This isnt a traditional program management roleits a strategic position that requires equal parts business acumen executive presence and the ability to navigate complex organizational dynamics. Youll set the strategic direction for how our business units collaborate on AI initiatives establish governance models that enable speed without sacrificing quality and ensure every initiative delivers measurable impact on efficiency productivity and customer experience.

Youll be the go-to expert for strategic business unit alignment the trusted advisor to executives navigating complex AI transformations and the architect of governance frameworks that scale. If you thrive in ambiguity love translating strategy into action and have a track record of driving outcomes (not just outputs) in complex environments this role is for you.
 

Deliver Impact Via AI 

• Drive strategic alignment across three critical business units enabling ServiceNow to deliver AI-powered customer experiences at scale
• Accelerate AI adoption by establishing governance frameworks that enable fast impactful derectives
• Deliver measurable business outcomes through efficiency gains productivity improvements and enhanced customer satisfaction
• Elevate strategic capabilities across CCX establishing best practices that scale across the organization
• Shape the future of how ServiceNow leverages AI to transform customer experience

Drive Strategic Governance

• Own end-to-end governance for strategic AI initiatives across Customer Service and Support Global Learning and Development and Customer Excellence Group
• Establish and evolve governance frameworks that balance speed quality and strategic alignment across multiple business units
• Define frameworks and RACI models that clarify accountability and accelerate execution on complex cross-functional programs
• Create and maintain strategic roadmaps that align AI initiatives to business outcomes ensuring all stakeholders understand priorities dependencies and timelines

Enable Executive Stakeholder Alignment

• Serve as the strategic CCX Product Strategy liaison with executives across Customer Service and Support Global Learning and Development and Customer Excellence Group
• Facilitate executive steering committees and governance forums driving crisp guidance and resolving strategic conflictCCX Product Strategy s
• Translate complex technical and product concepts into clear business narratives that resonate with C-level stakeholders
• Build trusted advisor relationships with senior principals providing strategic counsel on AI adoption organizational change and capability development

Manage Complex Strategic Programs

• Guide high-visibility strategic programs focused on AI-derived efficiency productivity and customer experience transformation
• Navigate organizational complexity to drive cross-functional alignment working across product engineering customer success operations and business units
• Identify and mitigate program risks proactively escalating critical issues with recommended solutions
• Drive program ceremonies and operating rhythms that keep executive stakeholders informed aligned and engaged
• Measure what matters by defining success metrics tracking program health and reporting on business outcomes

Shape Product Strategy

• Influence product strategy by synthesizing insights from business units customers and market trends
• Provide strategic input on AI initiatives capability roadmaps and investment priorities based on business unit needs and strategic goals
• Support customer-centricity by ensuring business unit perspectives shape product outcomes
• Identify opportunities for efficiency gains productivity improvements and enhanced customer experiences through strategic AI deployment

Qualifications :

To be successful in this role you have:

Strategic Program Management Excellence

• 5  years of experience guiding complex cross-functional strategic programs in technology product or operations environments
• Proven track record managing programs with multiple stakeholders several priorities and significant organizational complexity
• Expert-level program management skills including roadmap development risk management stakeholder communication and execution planning
• Experience establishing and operating governance frameworks for strategic initiatives

Executive Stakeholder Management

• Demonstrated ability to build relationships and influence at the executive level (VP SVP C-suite)
• Strong executive presence and ability to communicate with clarity confidence and credibility in high-stakes situations
• Experience facilitating executive forums steering committees and strategy session 
• Track record of managing up and across to drive alignment in matrixed organizations

Business Acumen & Strategic Thinking

• Strong business acumen with ability to connect strategic initiatives to business outcomes
• Experience in customer experience customer service learning and development or related domains
• Ability to think strategically while executing tacticallyyou see the big picture but sweat the details
• Experience with AI/ML initiatives or digital transformation programs is highly valued

Communication & Influence

• Exceptional written and verbal communication skills; ability to tailor messages for diverse audiences
• Skilled at creating executive-level presentations business cases and strategic documents
• Natural influencer who builds coalitions and drives consensus without formal authority
• Comfortable with ambiguity and skilled at bringing clarity to complex situations

Nice to Have

• Experience with AI platforms generative AI initiatives or enterprise AI adoption
• Background in product strategy product operations or product management
• Familiarity with ServiceNow platform and customer experience workflows
• Experience in learning and development knowledge management or organizational change management
• PMP PgMP or similar program management certifications
• MBA or advanced degree in business strategy or related field

FD21

For positions in this location we offer a base pay of $126700 - $215400 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.

Additional Information :

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 creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by 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 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. 

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Remote Work :

No

Employment Type :

Full-time