Sr. Dir., Product Analytics

Company Description

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.

Job Description

Sr. Dir., Product Analytics 

About the position 
 
We are looking for a strategic and technically adept Sr. Director of Product Analytics (Usage & Adoption) to build and scale our understanding of how users engage and derive value from the ServiceNow AI Platform.

This role will set the strategy and structure to execute multiple high-impact programs using product telemetry across the product and customer lifecycle – including governance, insights generation & activation and the development of data & AI products. By enabling smarter product decisions, improving our understanding of end-user experiences, and supporting business growth through data, this role will Elevate Product Usage across the enterprise. 

Responsibilities 

• Lead and scale teams & programs responsible for telemetry governance and data quality across the ServiceNow product & platform portfolio 

• Define and enforce enterprise-wide standards for event tracking, metadata management, and compliance 

• Own the ‘single pane of glass’ for usage metrics and benchmarks across products and customer use cases/ segments 

• Deliver insights, scorecards & reporting and analytics for Product Management, UX/UI, Engineering and Post-Sales teams  

• Own product usage feature engineering for ML models and recommendation systems 

• Deliver proactive and predictive insights to improve product adoption, growth and renewals 

• Partner with business stakeholders and other analytics teams to evolve product usage metrics, connect to business outcomes (adoption, value, renewals, upsell, cross-sell), define and measure action plans 

• Manage a team of Product Managers, Data Engineers, BI Developers and Data Scientists 

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.

• 15+ years of professional experience, with extensive experience in the B2C and/or B2B product domain in an analytics or insights leadership capacity.

• Extensive Hands-on experience developing product telemetry strategy and application to insights generation, AI/ML model development.

• 8+ years of people management experience, leading or influencing technical teams, preferably with a global remit. 

• Ability to communicate with and influence senior business executives and to translate between technical and non-technical teams. 

• BA/BS, with preferred concentration in business or a quantitative field; Masters degree preferred but not required. 

• Demonstrated experience working cross-functionally with business and technical teams. 

• Passion for and experience in applying AI to business problems in the SaaS product domain. 

• Ability to manage multiple priorities in a fast-paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention.

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!

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. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receiv