Director, Strategy & Operations—Employee Experience Group

Company Description

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.

Job Description

This is a high-impact role at the center of how the Employee Experience Group sets its direction, places its bets, and scales. The Director of Strategy & Operations will work alongside senior product leadership to shape the business strategy, translate market opportunities into investment priorities, and build the operating model needed to deliver durable growth.

You will bring together Product, Engineering, Sales, Marketing, and Finance around the decisions that matter most—from where to invest and how to win in the market to how success is measured. You will lead annual and long-range planning, develop the market and competitive insights that inform our choices, and turn strategy into focused, coordinated execution across the business.

We are looking for a trusted advisor and hands-on builder—someone who sees around corners, brings structure to ambiguity, and can move fluidly from executive-level strategy to the work required to make it real. The right leader will combine sharp business judgment, analytical depth, and strong influence with the energy to build what does not yet exist.

Responsibilities

• Serve as a strategic advisor to product and business leadership, providing analysis and recommendations on priorities, investment choices, operating tradeoffs, and execution plans
• Own the business unit’s annual and long-range planning and financial modeling, including forecasting, annual operating plans, OKRs, budget, and headcount in partnership with Finance
• Develop outside-in perspectives on the employee experience and enterprise AI markets, including market sizing, growth drivers, customer trends, and competitive dynamics
• Translate complex, ambiguous business questions into structured analyses, clear recommendations, and executable plans
• Own the business unit’s planning and operating cadences, business reviews, and executive reporting to create visibility, accountability, and alignment across leadership
• Define the KPIs, targets, dashboards, and performance frameworks used to assess business health, growth, and execution
• Partner with and influence Sales, Marketing, Product, and Finance on go-to-market strategy, providing analysis and recommendations on pricing and packaging, sales plays, and growth opportunities
• Identify operating gaps and design scalable processes, decision mechanisms, and systems that improve execution velocity and organizational effectiveness
• Partner on high-priority cross-functional initiatives from problem definition through implementation, influencing clear ownership, milestones, risk management, and measurable outcomes
• Build the first version when needed—developing analyses, tools, processes, and operating mechanisms before scaling them through the organization

Qualifications

To be successful in this role you have:

• 10–12+ years of overall experience, including either 2+ years of management consulting experience combined with 4+ years of product strategy experience at a SaaS or AI company, or 6+ years of product strategy experience at a SaaS or AI company
• Demonstrated ownership of complex business planning, operating rhythms, and cross-functional initiatives with measurable results
• Strong strategic and analytical judgment, including the ability to develop hypotheses, build structured analyses, interpret data, and translate findings into decisions; hands-on financial modeling capability, with the ability to create models and review and challenge analyst output
• Experience partnering with senior executives and influencing across Product, Engineering, Sales, Marketing, and Finance in a matrixed organization
• Excellent written and verbal communication skills, with the ability to simplify complex topics and create clear executive-level narratives
• A hands-on, outcome-oriented approach and a track record of building practical solutions in ambiguous, fast-moving environments
• Experience with go-to-market strategy and pricing and packaging is preferred
• People leadership experience is preferred

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, 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. 

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