Senior Director, Experience Team Strategic Operations

What you get to do in this role:

• Be a key player in driving success of ServiceNows Experience team as leader of Strategy & Operations for Product & Platform experience and overall Customer Experience 
• Thought and execution partner with the Chief Experience Officer and her leadership team on strategy and business execution coordinating with cross-functional and executive stakeholders. Act as proxy for the CXO as needed 
• Drive end-to-end operational excellencefrom strategy and OKRs to execution and talent developmentpartnering with Product Engineering and FP&A to ensure the Experience org operates as a high-performance machine 
• Partner tightly with Product teams to create shared success understand business priorities and guide investments based on business outcomes 
• Uncover and capture high-leverage opportunitiesanalyzing where the org can create disproportionate value designing strategies with cross-functional teams then driving flawless execution 
• Lead a team of 5 Strategic Ops professionals fostering a high-performance culture to attract and develop top talent 
• Lead executive-level programs and initiatives including regular updates from Experience team to larger R&D and ServiceNow product teams 
• Drive people and talent initiatives including All-Hands Employee Surveys awards newsletters offsites and engagement programs 

Qualifications :

To be successful in this role you have:

• AI-Native Mindset & Execution: Deep understanding of how AI transforms product development design workflows and user experiences. Youve built AI-powered operations leveraged AI to 10x team productivity or led strategic initiatives where AI was central to the solution. You think about AI as a core enabler and know how to help teams adopt AI tools to accelerate decision-making automate workflows and unlock new capabilities 
• 12 years of relevant work experience (or 7 years post-MBA or equivalent) preferably in tech strategy/ops management consulting investment banking or private equity 
• Demonstrated strategy & ops leadership across large matrixed Design or R&D organizations. Thrives in matrixed environments with ability to establish credibility with product engineering design and other leaders 
• Demonstrated ability to be thought and execution partner to senior product leaders to run & develop their orgs 
• Strong data analytics financial acumen and problem-solving skills with ability to synthesize complex information 
• Ability to quickly ramp on product portfolios understand key business drivers and partner with Design and Product leaders to make excellent business decisions 
• Track record of leading teams and developing talent with inclusive leadership 
• Experience building business cases analyzing financial metrics and creating annual financial plans in technology 
• Strong communication skillsverbal and writtencomfortable in business and technical discussions 
• Track record of scoping and executing business and technical projects and driving organizational talent initiatives 

Youre Exceptional If You: 

• Have led StratOps in Design R&D or Product orgs at scale (500 people) and driven measurable operational improvements 
• Are known for making executives betteryou elevate decision-making accelerate execution and build trust quickly 
• Have a track record of implementing AI productivity tools to drive team efficiency 
• Thrive in ambiguity and complexityyou see patterns others miss and build frameworks that bring clarity 
• Build high-performing teams that people want to join 

Why This Role Matters 

This isnt a typical StratOps role. Youll partner with a world-class Chief Experience Officer to shape how ServiceNowand our customersexperience AI-powered work. If you want to operate at the intersection of design strategy AI and scale this is your opportunity. 

JV20

For positions in this location we offer a base pay of $228900 - $412000 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