ServiceNow · 23 hours ago
Strategic Operations, Director
United States
Full-time
Remote
Director/Executive
$173K/yr - $303K/yr
12+ years expServiceNow is a global market leader in AI-enhanced technology, empowering organizations to work smarter and faster. The Strategic Operations, Director is responsible for owning the operational backbone of the Connected Customer Experience team, translating strategy into executable plans, managing financial operations, and providing insights for executive decision-making.
Agentic AIBusiness Process Automation (BPA)Cloud ManagementEnterprise SoftwareRobotic Process Automation (RPA)SaaS
Responsibilities
Own the CCx budget (~$50M) in close partnership with Finance
Manage the headcount operating model, including tracking, forecasting, and change execution
Own vendor and contractor operations, including SOWs, renewals, scope changes, and performance management
Own the annual planning process for CCx, including timelines, inputs, dependencies, and outputs
Drive monthly and quarterly execution against approved plans, proactively managing changes and tradeoffs and surfacing decision points with clear options and implications
Own the internal communications operating rhythm (cadence, forums, inputs, sequencing) for CCx— including all-hands, leadership syncs, and change communications — in partnership with the Chief of Staff and SVP
Continuously evolve the CCx operating model to improve execution, decision velocity, and transparency
Own CCx operational data and dashboards, ensuring accuracy, consistency, and executive usability to track organizational health and progress against goals
Partner with Finance and cross-functional teams to maintain a high bar for financial accuracy and transparency
Own the definition, alignment, and ongoing tracking of CCx OKRs, ensuring clear linkage between strategic priorities, execution plans, and measurable outcomes
Translate complex programs, financial data, and operational issues into concise, decision-oriented materials for senior leadership
Develop executive-ready decks, documents, and written narratives that clearly communicate status, insights, risks, and recommendations, maintaining a high bar for clarity, structure, and point of view in all executive communications
Act as the operational point of contact for cross-functional partners supporting CCx, building strong, trusted relationships with leaders across Digital Technology, Customer Success, Support, and Finance to drive alignment, surface tradeoffs, and enable timely decision-making and execution
Influence cross-functional leaders through a strong POV on how work gets done, not just what gets done
Ensure alignment between strategy, execution, and resource allocation by clarifying cross-functional roles, decision rights, and operating interfaces
Represent CCx in cross-functional forums to remove execution blockers and align on operational implications of customer and business outcomes
Lead and orchestrate complex, cross-functional programs in support of CCx strategic priorities, including org-wide changes, operating model evolution, and critical initiatives
Drive change management activities, ensuring clear ownership, sequencing, and communication across stakeholders
Establish initiative-level plans, milestones, risks, and dependencies while holding partners accountable through influence
Proactively surface risks, tradeoffs, and decision points, escalating with clarity and recommendations
Ensure strategic initiatives remain aligned to approved priorities, funding, and capacity, proactively surfacing investment and resourcing tradeoffs with clear recommendations for executive decision-making
Qualification
Required
12+ years of experience in strategic operations, business operations, product ops, or consulting
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
Demonstrated experience leading large-scale programs or strategic initiatives in complex / matrixed organizations
Proven experience managing large-scale budgets and complex operating models
Strong financial and analytical acumen; comfort working closely with Finance
Experience driving internal communications at scale and employee engagement programs
Demonstrated systems thinker who understands and optimizes the connections between financial health, operational execution, organizational engagement, and strategic outcomes
Executive presence with the ability to influence without authority
Exceptional clarity in written and verbal communication
Bachelor's degree in business, engineering, computer science, or related field; MBA or equivalent experience preferred
Benefits
Health plans
Flexible spending accounts
A 401(k) Plan with company match
ESPP
Matching donations
A flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
Bill McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
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Company data provided by crunchbase