Senior Director, Experience Team Strategic Operations

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.

ServiceNow is reimagining how the world works through AI-powered experiences—and we need a strategic leader to help drive that transformation. We're seeking a Senior Director of Experience Team Strategic Operations to be the right hand to our Chief Experience Officer, leading strategy and operations for a 1,000+ person organization responsible for Product Design, UX Research, and Content that millions use daily. 

Our Experience team's mission is to create product experiences people love… because the world works better when people love the way they work. You will be a trusted advisor to the EVP & Chief Experience Officer and her leadership team, working cross-functionally with product management, engineering, and others to elevate our product experience and customer success. You will report directly to the GVP, APEX (AI Product, Engineering, and Experience) Strategic Operations leader to ensure tight collaboration between Experience and Product teams, and the rest of the centralized Strategy, Planning, and Operations function. 

Job Description

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 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 excellence—from strategy and OKRs to execution and talent development—partnering 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 opportunities—analyzing 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. You've 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 skills—verbal and written—comfortable in business and technical discussions 
• Track record of scoping and executing business and technical projects and driving organizational talent initiatives 

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