Director, Platform 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.

Job Description

Job Description

ServiceNow has significantly integrated AI into its Platform to enhance workflows and drive rapid value for customers. The AI Platform organization is responsible for the releases that underpin both monetized and non-monetized Platform products as well as AI capabilities that serve all other ServiceNow Workflows and solutions. We are rigorous about building and maintaining a resilient foundation, connected data, and secure and trusted agentic AI for our customers.

As Director, Strategic Operations, you will serve as a senior strategic and operational principal within the AI Platform Product Management team supporting the SVP, Platform Fundamentals. You will guide a high-performing Strategic Operations team reporting to the VP, Strategic Operations.

In this role, you will help define the business’s strategic priorities, drive operational excellence, and ensure the organization executes with agility, transparency, and measurable outcomes. This is a high-visibility role that requires strategic thinking, strong strategic rigor, operational discipline, executive presence, and an ability to drive impact in a fast-moving, matrixed environment.

What you get to do in this role:

This role sits at the intersection of strategy, execution at scale, and drives alignment across business, product, and operational priorities. You will partner closely across product, engineering, design, finance, and central operations to deliver the organization's agenda.

· Strategy and planning—guide the strategy and the plan, define where we’re going, translating company strategy into product priorities, longer-range plans, and annual operating plans

· Operational excellence—keep the business running: cadences, governance, strategic programs, and initiatives

· Connecting the dots and creating visibility—story telling across businesses to create visibility on where we need to make conclusions

· Amplifying people and teams—enabling people to do their best work

· AI capabilities—embedding AI into everything we do, including how we plan, execute, and measure

Qualifications

To be successful in this role, we need someone who has:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, judgements or problem-solving. This may include using AI-powered tools, automating workflows, studying AI-influenced insights, or exploring AI’s potential impact on the function or industry.
• 12 - 15 years of relevant work experience, preferably in technology strategy/operations functions, management consulting, investment banking, or private equity.
• Comfortable working in ambiguity; in particular, you excel at structuring complex problems, using data-informed insights, and communicating findings to senior executives
• Proven track record in managing large-scale operations and cross-functional initiatives.
• Exceptional communication, collaboration, and influence skills at the executive level.
• Comfortable in business and technical discussions.
• Deep understanding of portfolio-level planning, financial management, and enterprise technology workflows.
• Ability to think strategically while managing detailed operational execution.
• Strong data-informed and problem-solving skills, with an ability to synthesize.
• Pragmatic long-term problem-solving within a complex operating environment and the ability to influence and bring teams along on the journey using data
• Highly collaborative team contributor with a shared success mindset

FD21

For positions in this location, we offer a base pay of $170,200 - $297,900, 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. Compens