Director, Platform Product Strategic Operations - ServiceNow

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.

We are looking for a Director in our Platform Strategic Operations to partner with the SVP of Platform Experience. You will be a trusted advisor to the SVP and his leadership team, working cross-functionally with product, engineering, design, and other teams across the organization to ensure we push the accelerator on our Platform Experience. You will be a senior member of a team of StratOps professionals focused on delivering our strategy for a world-class Platform. The candidate must have relentless curiosity, very strong finance and analytical skills, the ability to lead and influence at the Executive level, a get-it-done attitude, strong collaboration skills, and a proven ability to leverage junior team members to drive larger impact.  This role will lead on strategic, business & budget, and operational aspects. You will solve complex business and product problems, orchestrate setting strategy, execution plan, coordinate setting annual operating plans, and ensure execution through regular operating rhythms. You will work closely with cross-functional stakeholders to accelerate our impact and directly contribute to overall business objectives. 

What you get to do in this role: 

You will be the  key player in the success of ServiceNow’s Platform Experience 

• Coordinate on Strategic Planning and own Operational Execution 
• Thought partner with the SVP of Platform Experience and the leadership team on strategy and business execution, coordinating with cross-functional and executive stakeholders  
• Own strategy & execution process from strategy definition through operational planning to monitoring execution partnering with Product, Engineering, design, FP&A, and Talent Acquisition.  
• Own the operating cadence of the business including annual planning, OKRs, Product Roadmap Reviews (PRR), etc. 
• Align and track OKRs to ensure successful execution 
• Headcount/Budgeting - Manage the budget and hiring plans, and plan the growth of the organization to ensure they align with our strategic roadmap, goals, etc. 
• Be the senior member of Platform StratOps team. Mentor more junior members and act as key lieutenant for team leader fostering a high-performance culture to attract and develop top talent 

Own Communication and Coordination 

• Drive internal communications to ensure successful collaboration. Examples include All-Hands, monthly newsletters, AMAs, team offsites 
• Facilitate the communication and collaboration of the product leadership team to ensure critical issues and decisions are raised and followed up on. 
• Ensuring that critical information is communicated to key people on time. 
• Plan and execute the people strategy of the product organization to ensure that employee feedback, engagement, and development needs are addressed. Examples might include identifying training and development programs, Employee Surveys, Employee Recognition programs, and other Employee Engagement programs 

In order to be successful in this role, we need someone who has: 

• 12+ years of relevant work experience in product development, technical strategy, and product ops functions or equivalent. Management consulting background is a plus 
• Strong preference for demonstrated strategy & ops effectiveness across large, matrixed product organizations covering product, financial, and operational success. Thrives in a matrixed environment with the ability to establish credibility with product, engineering, design, and other leaders 
• Elite level powerpoint and visual storytelling skills are required
• Strong preference for experience in computer science or technically heavy area 
• Demonstrated ability to be a thought and execution partner to senior product leaders to run & develop their organizations. Perform all operational tasks while keeping the product outcomes as the main goal 
• Demonstrated ability to keep the team aligned on execution and avoid emergencies for leadership 
• Strong preference for pragmatic problem-solving within a complex operating environment e.g. working through the shades of grey 
• Strong data analytics, finance, and problem-solving skills, with an ability to synthesize and problem-solve.  
• Experience creating annual financial plans 
• Strong communication skills - both verbally and in writing; comfortable in business and technical discussions 
• Track record of scoping and executing business and technical projects  
• Track record of driving organizational talent initiatives and communications 
• Track record of conducting great offsites and in-person meetings where work gets done and team members flourish 
• A solid track record of developing talent with inclusive leadership a plus 

FD21

For positions in California (outside of the Bay Area), we offer a base pay of $161,000 - $281,800, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 talent.acquisition@servicenow.com 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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