Director, AI for Operations

ServiceNow•San Diego, CA

3d•Hybrid

About The Position

We are seeking a highly strategic and technically fluent AI for Operations Director to lead our AI for Operations portfolio within the AI Acceleration organization. This leader will be responsible for defining and executing the AI strategy supporting Global Operations & Planning (GO&P), Revenue Operations, Sales Operations, Planning, Strategy, Incentive Compensation, Workforce Planning, and Business Operations teams. The role combines people leadership, AI solution delivery, stakeholder management, and technical oversight to accelerate the adoption of AI across operational workflows. You will lead a team of AI Engineers while partnering closely with Data Engineers, Program Managers, Digital Technology, Business Operations leaders, and executive stakeholders to identify opportunities, prioritize investments, and build scalable AI-powered solutions that improve how we operate globally. The ideal candidate understands both business operations and modern AI technologies. They can translate complex operational challenges into scalable AI solutions while building high-performing engineering teams capable of delivering measurable business outcomes. Your work will directly impact productivity, decision quality, planning accuracy, operational efficiency, and employee experience across some of ServiceNow's most critical business functions. By aligning AI capabilities with business priorities, you will help accelerate ServiceNow’s journey toward becoming a $30B+ business.

Requirements

8+ years of experience in AI, data, analytics, automation, solutions engineering, operations, consulting, or related fields.
3+ years of people leadership experience managing technical or cross-functional teams.
Proven track record leading AI, automation, analytics, or digital transformation initiatives at enterprise scale.
Experience managing portfolios, roadmaps, and investment prioritization across multiple stakeholders.
Demonstrated success building and deploying AI-powered solutions that drove measurable business outcomes.
Experience working within Sales Operations, Revenue Operations, Planning, Strategy, Finance, Customer Success, or related operational functions.
Experience operating in highly matrixed global organizations.
Strong understanding of LLMs, agentic AI architectures, workflow automation, and enterprise AI platforms.
Experience with Copilot Studio, Snowflake AI, Databricks, APIs, integrations, and modern cloud architectures.
Familiarity with data engineering, governance, security, and compliance requirements.
Experience evaluating and scaling both internally developed and third-party AI solutions.
Proven experience leveraging AI technologies, including Claude, Copilot, and agentic workflows to improve productivity and business performance.
Exceptional executive communication and storytelling skills.
Strong program management and prioritization capabilities.
Ability to influence without authority across complex organizations.
Skilled at navigating ambiguity and driving alignment among senior stakeholders.
Proficiency in English is required.

Nice To Haves

Additional languages (e.g., Spanish, French, German) are highly valued.

Responsibilities

Lead and develop a team of AI Engineers responsible for designing, developing, deploying, and maintaining AI-powered solutions for Operations teams.
Own the AI for Operations portfolio, including roadmap planning, prioritization, resource allocation, stakeholder alignment, and business value realization.
Partner with GO&P, Revenue Operations, Sales Operations, Planning, Strategy, Workforce Planning, and Business Operations leaders to identify high-impact AI opportunities.
Drive the design and deployment of agentic AI solutions, copilots, workflow automation, knowledge systems, predictive analytics, and operational intelligence capabilities.
Establish technical standards, engineering best practices, governance frameworks, and responsible AI guidelines across the Operations AI portfolio.
Collaborate closely with Data Engineers to ensure scalable, secure, and compliant data foundations for AI solutions.
Manage project intake, prioritization, portfolio health, and capacity planning across AI Engineering resources.
Define and track success metrics tied to business outcomes. Ie: Productivity gains, cycle-time reduction, forecast accuracy, process automation, and user adoption.
Partner with Adoption Leads and Enablement teams to ensure successful rollout and sustained value realization of AI solutions.
Evaluate emerging technologies, vendors, and platforms to continuously improve our AI ecosystem and delivery capabilities.
Communicate progress, risks, investment recommendations, and business impact to senior leadership and executive stakeholders.