Director, Business and Technical Operations

ServiceNow•Santa Clara, CA

43d

About The Position

About the team: The Connected Customer Experience (CCX) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCX spans support, learning, and success experiences, built on the ServiceNow platform and AI capabilities. About the role: We are looking for a Director, Business & Technical Operations to act as the GM of Operations for CCX across Business Operations, Engineering Operations, and Product Operations. You will run the CCX operating model, own the P&L in partnership with Finance, and ensure that strategy, execution, and investment decisions are tightly linked to customer impact, revenue, and efficiency. What you get to do in this role: Lead CCX as GM of Operations Serve as the primary operations leader for CCX across business, product, and engineering. Translate ServiceNow and CCX strategy into clear priorities, OKRs, and execution plans. Own CCX P&L management with Finance: planning, forecasting, scenario modeling, and investment trade-offs. Run CCX Business Operations Design and run the rhythm of the business (AOP, QBRs, MBRs, weekly business reviews, portfolio reviews) Standardize planning, goal-setting, and performance reporting across CCX. Own headcount and vendor plans; optimize structure, cost, and capabilities with HR and Finance. Maintain a CCX scorecard tying digital adoption, self-service, CSAT, and efficiency to financial outcomes. Drive Engineering Operations Excellence Partner with engineering leaders to evolve the operating model (Agile practices, release management, incident and problem management). Define and track key engineering health metrics (velocity, quality, reliability, cost-to-serve) and drive improvement programs. Align engineering capacity with the highest-value CCX roadmap priorities and platform initiatives. Lead Product Operations for CCX Establish consistent product operations frameworks (intake, prioritization, roadmap governance, release readiness) Align product roadmaps to CCX and company OKRs with clear trade-off and decision mechanisms. Partner with Product, Design, Research, and Data to operationalize product analytics, experimentation, and voice-of-customer. Ensure CX KPIs (time-to-value, digital adoption, case deflection, CSAT, renewal signals) inform product decisions. Use ServiceNow & AI to run CCX Champion "run CCX on ServiceNow" by using the platform and AI to automate workflows, approvals, and reporting. Identify and execute AI opportunities (agentic / generative) across intake, routing, forecasting, and operational analytics. Drive Organizational Health & Change Clarify roles, decision rights, and interfaces between Business, Engineering, and Product Operations. Lead change management for new operating models, tools, and processes with clear communications and adoption plans. Support a culture of growth mindset, accountability, and collaboration across CCX. Influence across ServiceNow Build strong partnerships with leaders across CCX, Digital Technology, Product, Customer Success, Sales, Marketing, Finance, and HR. Represent CCX in cross-functional forums, remove execution blockers, and align on customer and business outcomes.

Requirements

12+ years of experience in business operations, product operations, engineering operations, or related roles in SaaS or digital product organizations.
3+ years leading teams and influencing senior leaders in a matrixed environment.
Demonstrated experience owning or heavily influencing a P&L or large operational budget.
Proven track record driving operational excellence and transformation across product and/or engineering teams.
Strong familiarity with modern product and engineering practices (Agile/Scrum, portfolio management, product analytics, DevOps/SRE concepts).
Advanced analytical skills: able to define metrics, build dashboards, and communicate insights for executive decisions.
Excellent communication and stakeholder management skills; comfortable working with SVP-level leaders and cross-functional teams.
Bachelor's degree in business, engineering, computer science, or related field; MBA or equivalent experience preferred.

Nice To Haves

Experience using or integrating AI and automation into business processes and decision-making is a plus.

Responsibilities

Serve as the primary operations leader for CCX across business, product, and engineering.
Translate ServiceNow and CCX strategy into clear priorities, OKRs, and execution plans.
Own CCX P&L management with Finance: planning, forecasting, scenario modeling, and investment trade-offs.
Design and run the rhythm of the business (AOP, QBRs, MBRs, weekly business reviews, portfolio reviews)
Standardize planning, goal-setting, and performance reporting across CCX.
Own headcount and vendor plans; optimize structure, cost, and capabilities with HR and Finance.
Maintain a CCX scorecard tying digital adoption, self-service, CSAT, and efficiency to financial outcomes.
Partner with engineering leaders to evolve the operating model (Agile practices, release management, incident and problem management).
Define and track key engineering health metrics (velocity, quality, reliability, cost-to-serve) and drive improvement programs.
Align engineering capacity with the highest-value CCX roadmap priorities and platform initiatives.
Establish consistent product operations frameworks (intake, prioritization, roadmap governance, release readiness)
Align product roadmaps to CCX and company OKRs with clear trade-off and decision mechanisms.
Partner with Product, Design, Research, and Data to operationalize product analytics, experimentation, and voice-of-customer.
Ensure CX KPIs (time-to-value, digital adoption, case deflection, CSAT, renewal signals) inform product decisions.
Champion "run CCX on ServiceNow" by using the platform and AI to automate workflows, approvals, and reporting.
Identify and execute AI opportunities (agentic / generative) across intake, routing, forecasting, and operational analytics.
Clarify roles, decision rights, and interfaces between Business, Engineering, and Product Operations.
Lead change management for new operating models, tools, and processes with clear communications and adoption plans.
Support a culture of growth mindset, accountability, and collaboration across CCX.
Build strong partnerships with leaders across CCX, Digital Technology, Product, Customer Success, Sales, Marketing, Finance, and HR.
Represent CCX in cross-functional forums, remove execution blockers, and align on customer and business outcomes.

Benefits

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.

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