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

You're Exceptional If You:

• Have led StratOps in Design, R&D, or Product orgs at scale (500+ people) and driven measurable operational improvements
• Are known for making executives better-you elevate decision-making, accelerate execution, and build trust quickly
• Have a track record of implementing AI productivity tools to drive team efficiency
• Thrive in ambiguity and complexity-you see patterns others miss and build frameworks that bring clarity
• Build high-performing teams that people want to join

Why This Role Matters
This isn't a typical StratOps role. You'll partner with a world-class Chief Experience Officer to shape how ServiceNow-and our customers-experience AI-powered work. If you want to operate at the intersection of design, strategy, AI, and scale, this is your opportunity.
JV20
For positions in this location, we offer a base pay of $228,900 - $412,000, 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
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 and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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