Director, Customer Engagement Strategy & Operations, Moveworks from ServiceNow

ServiceNow • Mountain View, CA

12d • Onsite

About The Position

This high-impact role operates at the intersection of customer strategy, executive engagement, sales, and product insight within the Moveworks from ServiceNow business unit. The Director shapes and executes customer engagement strategy for the executive team, representing its perspective in strategic customer and partner interactions. As a trusted extension of the executive team, the role maintains continuity of customer relationships and insights throughout the engagement lifecycle. The position reports to the Director, Customer Engagement Strategy, within the APEX organization, and is based five days per week in the Mountain View, California office.

The Director translates product, customer, and go-to-market priorities into an executive engagement strategy; allocates executive customer-facing capacity; and identifies opportunities that support customer, partner, and commercial outcomes. The role prepares and represents executives in high-stakes meetings, develops executive narratives connecting product strategy to customer priorities, and stewards key technology partnerships and strategic alliances. It also synthesizes customer and partner feedback into recommendations that inform product roadmaps, positioning, and go-to-market decisions.

The role establishes operating rhythms and AI-enabled workflows for strategic engagement, and serves as a strategic lead for complex customer needs and account escalations. It mobilizes teams across Moveworks and ServiceNow, removes blockers, determines when executive involvement is needed, and drives follow-through across teams.

Requirements

• 10+ years of experience in management consulting, product, sales, strategy and operations in a technology company, or similar functions.
• Track record of earning senior executives’ trust and speaking and acting on their behalf with credibility, judgment, and discretion.
• Strong executive presence and poise under pressure; ability to manage high volumes of requests, prioritize, make strategic decisions on behalf of senior executives, and explain decisions in a structured manner.
• Ability to deliver the company talk track and speak on behalf of senior executives when they are not present.
• Ability to navigate escalations independently.
• Outstanding verbal and written communication, including presenting to C-suite audiences and crafting concise strategic narratives.
• Experience operating in high-stakes, cross-functional environments, building consensus among senior stakeholders, and driving results.
• Product fluency in AI and enterprise SaaS, with the ability to connect technical capabilities to customer outcomes.
• Fluency with AI tools for research, synthesis, communication, and workflow automation; the role is described as AI native.
• Exceptional judgment in ambiguous, fast-moving, high-visibility situations, including knowing when to act independently and when to escalate.
• Based in or willing to relocate to the San Francisco Bay Area; able to work in-office five days per week in Mountain View, California, and be present when key Principals are in the office.

Nice To Haves

• Prior experience in AI or SaaS.
• Experience with enterprise AI platforms such as ServiceNow or Moveworks.
• Preferred ServiceNow product knowledge experience.

Responsibilities

• Translate product, customer, and go-to-market priorities into an executive customer engagement strategy.
• Own allocation of executive customer-facing capacity, making tradeoffs based on where engagement can most influence customer, partner, and commercial outcomes.
• Partner with Sales, Business Development, and Product to identify and advance high-impact customer and partner opportunities that drive new business.
• Anticipate emerging needs, surface gaps and risks, and create scalable approaches to customer engagement.
• Represent the executive team’s position, intent, and commitments to account teams.
• Prepare talk tracks, strategic context, stakeholder maps, and industry intelligence for high-stakes customer and partner meetings.
• Represent the executive team in customer and partner meetings, build confidence with customers and executives, and drive follow-through across teams.
• Craft executive narratives that connect product strategy to customer priorities.
• Steward key technology partnerships and strategic alliances.
• Synthesize patterns from customer and partner engagements into recommendations for senior executives.
• Partner with Product and GTM Principals to translate customer and partner insights into roadmap, positioning, and go-to-market choices.
• Establish and run operating rhythms and AI-enabled workflows that prioritize, prepare, and translate strategic engagement into action.
• Act as the strategic quarterback for complex customer needs and critical account escalations; mobilize teams across Moveworks and ServiceNow, remove blockers, and determine when executive intervention is required.
• Make decisions about when executive input is unnecessary and bring forward matters requiring executive involvement with a clear point of view and considered tradeoffs.

Benefits

• Health plans, including flexible spending accounts.
• 401(k) plan with company match.
• Employee Stock Purchase Plan (ESPP).
• Matching donations.
• Flexible time away plan.
• Family leave programs.
• Equity, when applicable.
• Variable/incentive compensation; sales positions generally offer an On Target Earnings incentive compensation structure.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed