Sr. Director, Experience Team Strategic Operations

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

We are looking for a Senior Director of Experience Team Strategic Operations to lead a team of 5+ talented Strategy & Operation professionals serving the Experience team. Our Experience team’s mission is to create product experiences people love… because the world works better when people love the way they work. The org consists of functions covering all aspects of Product Design, Research, and Product Content. You will be a trusted advisor to the Chief Experience Officer and her leadership team and work cross-functionally with product management, engineering, and others across the company to elevate our product experience and customer’s success. You must have strong strategy and problem-solving skills, very strong finance and analytical skills, exceptional team leadership & talent development skills, the ability to lead and influence at the Executive level, a get-it-done attitude, and strong collaboration muscles. This role will lead strategic, budgetary and operational aspects of a 1,000 person organization that continues to scale rapidly. Your team will solve complex business and product strategy challenges, drive and execute strategic programs for the Experience Org, coordinate setting annual operating plans, and ensure the leadership team and functions within are highly effective. You will also sit on the leadership team of the VP of Product & Experience Strategic Operations with peers who cover our Product Business Units ensuring tight collaboration between Experience and Product teams. 

What you get to do in this role:

• Be a key player in driving success of ServiceNow’s Experience team as leader of Strategy & Operations. The Experience team is responsible for the 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 

• Partner with Chief Experience Officer to help shape strategy, coach leadership, influence stakeholders, drive leadership team agenda and cohesion. Act as a proxy for the Chief Experience Officer as needed 

• Own operational processes from strategy definition through planning to execution, partnering with Product & Business Unit teams, Engineering teams, FP&A, Talent Acquisition, and others. Includes setting of OKRs, Operational rhythms, & Talent Development Strategy 

• Partner tightly with Product teams to create shared success, understand business priorities, and guide investments based on business outcomes 

• Identify value-creation opportunities across our org. Analyze and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions and ensure quality of output 

• 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 communications plan and timelines, partnering with Exec Comms team. 

• Lead regular updates from Experience team to larger R&D and ServiceNow product team 

• Drive people and talent initiatives and internal communications. Examples include All-Hands, Employee Surveys, Employee awards, Monthly newsletters, team offsites, and employee engagement 

To be successful in this role you have:

• 12+ years of relevant work experience (or 7+ years post-MBA or equivalent higher degree), preferably in tech strategy/ops functions, management consulting, investment banking, or private equity  

• Strong preference for demonstrated strategy & ops leadership across large, matrixed Design or R&D organizations covering financial and operational success. Thrives in a matrixed environment with the ability to establish credibility with product, engineering, design and other leaders  

• Passion for product design, innovation and driving outcomes that benefit our customers and product users 

• Demonstrated ability to be a thought and execution partner to senior product leaders to run & develop their orgs 

• Strong preference for pragmatic problem-solving within a complex operating environment e.g. work through ambiguous challenges 

• Strong data analytics, finance, and problem-solving skills, with an ability to synthesize and problem-solve.  

• Demonstrated ability to quickly ramp on product portfolios, understand key business drivers of performance and efficiency, rapidly advising on and partnering with Design and Products leaders to make excellent business decisions 

• A solid track record of leading teams and developing talent with inclusive leadership 

• Experience building business cases and analyzing financial metrics in technology industry 

• Experience creating annual financial plans 

• Strong communication skills - both verbally and in writing; comfortable in business and technical discussions 

• Track record of scoping and executing business and technical projects directly and overseeing the work of team members 

• Track record of driving organizational talent initiatives and communications 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

For positions in this location, we offer a base pay of $212,100 - $381,900, 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.

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. Learn more here.

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 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 [email protected] 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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