Director, Strategic Operations - Product Success

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies. 

We’re looking for people who are ready to jump right in and help us build our incredible momentum, our diverse, engaged workforce, and purpose to make the world of work, work better. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. 

The Team 

The ServiceNow Customer Success Organization (CSO) —which includes Customer Outcomes (Services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including RiseUp!)—is focused on getting our customers to value across the end-to-end customer journey. As a critical member of the Product Success leadership team, this role will be integral to defining and driving global, large-scale, transformation initiatives from inception to execution as we grow the business and accelerate our customer’s success. 

Job Description

As Director, Strategic Operations, you drive operational excellence for the Product Success organization. This role works extensively with leaders from both business and technical backgrounds; the ideal candidate will be able to clearly communicate opportunities, ideas, concepts, surface issues, both verbally and in writing, someone who can drive process creation, implementation, and changes with our business partners.

You will be expected to be a collaborative player/coach- rolling up your sleeves to get work done while also structuring workstreams and providing guidance to others. In this role you will work on complex problems and help leaders to organize, prioritize and implement their strategic agenda.

• Ensure consistency on overall strategic goals, standards, objectives and key results, and metrics for each planning cycle
• Drive execution of cross functional projects and programs
• Establish and drive transparency for leadership to regularly monitor operational and delivery metrics
• Drive connectivity and accountability across teams to meet agreed upon objectives and complete agreed upon action items
• Enable alignment for organizational portfolio, process, and visibility in alignment with other functions across product teams
• Maintain visibility across the leadership team for day-to-day Business Operations execution; drive rhythm of business, enable financial planning and investments, support communication strategies etc.
• Monitor and react to performance, accountable for issue identification and resolution in support of organizational goals
• Change Leadership to guide the organization through change including process enablement
• Help plan and facilitate team offsites / deep-dive gatherings with a focus on intra/inter-team collaboration and objective setting
• Own the headcount process for the organizations and collaborate with finance on headcount process
• Key partner to HRBP on org health development
• Provide support for org/team All Hands meetings + facilitate org’s Leadership team meetings

In this role, you will work on complex problems, gain insight into the strategic and operational issues which are forefront in the minds of the leadership team, and establish relationships with senior team members across the Product Success organization.

Qualifications

To be successful in this role you have:

• 10+ years of experience with a preference for those with a strategy/planning, program management and/or similar role in a technology company
• Bachelor's degree in Business Administration, Analytics, Computer Science, Engineering or a related field; or MBA; or Equivalent related professional experience
• Strong interest and experience working in enterprise technology / SaaS domains.
• Strategic mentality to drive consistency and follow through with leadership and the overall organization
• Thought leadership - ability to lead, influence & mobilize multiple internal collaborators (including top executives) and priorities in a dynamic environment
• Clear communication - excellent communication skills with ability to present complex concepts to both executive leadership and operational teams
• Critical thinking – superior problem solving and analytical skills, t