Director, Role & Org Excellence - Customer Excellence 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

The Role 

This is a strategic leadership opportunity to shape and scale the operating model for ServiceNow’s Customer Excellence Group (CEG). You will own the design and evolution of role mandates, competency frameworks, collaboration models, and organizational design principles, ensuring adoption and alignment across CEG through Role Communities. Partnering closely with CEG leadership and cross-functional teams across HR and Learning & Development, you will serve as the organization’s lead strategist for organizational design and oversee the Org Design Board governance process. 

Success in this role requires operating at three levels: strategic—translating business priorities into scalable role architecture; systemic—optimizing cross-functional interactions and dependencies; and operational—turning design concepts into practical, actionable frameworks. 

You will balance stability and transformation, stewarding existing models while evolving organizational structures and role mandates to meet changing business needs. Exceptional executive presence, influence, and stakeholder management skills are essential, as you will drive alignment and decision-making across all levels of the organization without formal authority. 

Responsibilities:

• Own role mandates and design architecture—define and maintain clear role definitions, scope, and accountability across CEG.  
• Evolve the collaboration model—define how roles interact, manage interdependencies, resolve friction points, and act as a thought partner to transformation initiatives.  
• Maintain the org design blueprint and lead the Org Design Board—ensure organizational design principles remain current, consistent, and effectively governed.  
• Champion role communities—establish scalable community models, enable community leadership, and leverage insights to continuously improve organizational effectiveness.  
• Partner on transformation initiatives—serve as an organizational design SME and thought partner to ensure clarity, alignment, and effective execution.  
• Build stakeholder alignment—partner with Geo Leads, Business Managers, HR, and Change Champions to drive adoption of organizational design decisions. 

Qualifications

To be successful in this role you have:

• Proven expertise in organizational design, role architecture, operating model development, and organizational effectiveness within large, complex organizations.  
• Familiarity with ServiceNow’s platform, products, and Customer Excellence operating model. 
• Experience building and scaling role communities, communities of practice, or capability networks.  

Preferred Qualifications 

• Experience in Chief of Staff, Strategic Operations, Organizational Effectiveness, or similar roles.  
• 12+ years of experience in organizational design, strategic operations, management consulting, business transformation, or related leadership roles within a global technology or SaaS environment.  
• Knowledge of Customer Success, customer-facing operations, or post-sales business models.  
• Exceptional executive presence, communication, and stakeholder management skills.  
• Experience leading enterprise-wide organizational transformation, governance, and change initiatives.  
• Strong systems-thinking and problem-solving skills, with the ability to simplify complexity into clear, actionable solutions.  
• Demonstrated success influencing senior leaders and driving alignment across global, matrixed organizations without formal authority.  
• Experience translating business strategy into scalable organizational structures, role mandates, competency frameworks, or workforce capability models.  

For positions in this location, we offer a base pay of $192,400 - $336,700, 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 compensatio