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

ServiceNow • San Diego, CA

1d • 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

Benefits

• health plans
• flexible spending accounts
• a 401(k) Plan with company match
• ESPP
• matching donations
• a flexible time away plan
• family leave programs

What This Job Offers

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