Director of Strategic Initiatives, AMS Customer Excellence Group (CEG)

ServiceNow•San Diego, CA

1d•$173,200 - $303,100•Hybrid

About The Position

As the Director of Strategic Initiatives for Customer Excellence Group, Americas, you will drive high-impact, cross-functional initiatives and operational excellence for AMS CEG. As a critical member of the AMS leadership team, you will help drive communication and collaboration within AMS CEG as well as with global and cross-functional teams.

Requirements

10+ years of experience in strategic program management, operations, business management, or executive support roles in a technology, SaaS, or high-growth organization
5+ years of management consulting or experience managing cross-functional initiatives in a complex business environment
Proven success with strategic program identification, scoping, and execution across geographies and business functions
Operational excellence mindset: Track record of driving process improvements, operational efficiency, and organizational alignment
Executive presence: Demonstrated ability to communicate effectively with C-suite and senior stakeholders; skill in translating complex concepts into compelling narratives
Stakeholder influence: Proven ability to drive alignment across senior leaders, manage competing priorities, and navigate organizational dynamics
Business and financial acumen: Strong understanding of business strategy, operations, budget management, and financial metrics
Team leadership: Success hiring, developing, and coaching direct reports in fast-paced environments
Ability to work across multiple geographies and time zones
Comfort with ambiguity and ability to drive clarity through alignment and process
Strong written and verbal communication skills (English native or professional proficiency)
Demonstrated ability to influence without direct authority
Resilience and composure when managing competing priorities and organizational complexities
Commercial and operational acumen
Passion for understanding customer and internal stakeholder needs
Problem-solver mindset with ability to navigate complex, global environments

Nice To Haves

PgMP, PMP, or Agile certifications
Experience in customer-facing business functions (sales, customer success, delivery)
Familiarity with AMS region, ServiceNow products, or SaaS GTM models
Data analytics and dashboarding experience

Responsibilities

Identify and scope initiatives: Collaborate with AMS CEG Leadership and Global transformation teams to identify, scope, and execute strategic programs that drive operational excellence and business growth
Support high-priority initiative execution: Work cross-functionally with leaders and teams within AMS and across CEG to drive execution aligned with AMS and CEG objectives
Leverage data for decision clarity: Use internal and external data to drive clarity in decision-making and prioritization across initiatives
Lead your program management team: Ensure your team is deployed on the right priorities, providing team management, mentoring and oversight
Facilitate strategic communication: Act as a critical interface between AMS CEG and other Global CEG teams and ServiceNow teams (Sales, Solutions Consulting, Product, Industry GTM) on identification, prioritization, and communication of joint priorities and business strategy
Enable cross-team execution: Help identify, design and drive key cross-functional initiatives across AMS CEG and global and cross-functional teams
Orchestrate strategic alignment: Facilitate communication between AMS CEG and all cross-functional teams; oversee escalations and collaborate with senior managers for effective issue resolution
Support executive leadership development: Act as an internal influencer and proxy for AMS leadership when required; foster collaboration and high-performance culture; support executive onboarding and leadership alignment on company goals
Orchestrate leadership alignment meetings: Plan and facilitate AMS CEG leadership meetings to ensure discussions are structured, goal-oriented, and results-driven; manage executive calendars and prioritization
Oversee AMS communications: Oversee design and execution of communications strategy for AMS CEG, which may include onboarding and overseeing a communications specialist
Ensure clear prioritization: Communicate business priorities and outcomes across teams; act as a trusted partner to AMS leadership in translating strategy into operational clarity
Support customer and partner engagement: Support AMS CEG GVP and extended leadership on select high-priority customer and partner interactions; coordinate scheduling, meeting preparation, briefings, and account team engagement
Support account escalations and reviews: help identify and escalate critical issues; collaborate with senior managers for effective resolution and tracking; contribute to internal account reviews with analysis and cross-team coordination
Act as leadership proxy: Serve as an internal influencer and proxy for AMS leadership when required; foster collaboration and a high-performance culture within AMS