Director, Strategy & Operations—Employee Experience Group

ServiceNow•Mountain View, CA

About The Position

The Director of Strategy & Operations works alongside senior product leadership to shape the Employee Experience Group’s business strategy, translate market opportunities into investment priorities, and build the operating model needed for durable growth. The role brings Product, Engineering, Sales, Marketing, and Finance together around key decisions, including where to invest, how to compete, and how to measure success. This leader owns annual and long-range planning, develops market and competitive insights, and turns strategy into focused execution across the business. The position calls for a trusted advisor and hands-on builder who can bring structure to ambiguity, apply sound business judgment and analytical depth, influence across functions, and move between executive-level strategy and implementation.

Requirements

10–12+ years of overall experience, including either 2+ years of management consulting experience combined with 4+ years of product strategy experience at a SaaS or AI company, or 6+ years of product strategy experience at a SaaS or AI company.
Demonstrated ownership of complex business planning, operating rhythms, and cross-functional initiatives with measurable results.
Strong strategic and analytical judgment, including hypothesis development, structured analysis, data interpretation, and translating findings into decisions.
Hands-on financial modeling capability, including the ability to create models and review and challenge analyst output.
Experience partnering with senior executives and influencing across Product, Engineering, Sales, Marketing, and Finance in a matrixed organization.
Excellent written and verbal communication skills, with the ability to simplify complex topics and create clear executive-level narratives.
A hands-on, outcome-oriented approach and a track record of building practical solutions in ambiguous, fast-moving environments.

Nice To Haves

Experience with go-to-market strategy and pricing and packaging.
People leadership experience.

Responsibilities

Advise product and business leadership with analysis and recommendations on priorities, investments, operating tradeoffs, and execution plans.
Own annual and long-range business planning and financial modeling, including forecasting, annual operating plans, OKRs, budget, and headcount in partnership with Finance.
Develop market perspectives on employee experience and enterprise AI, including market sizing, growth drivers, customer trends, and competitive dynamics.
Turn complex and ambiguous business questions into structured analyses, clear recommendations, and executable plans.
Own planning and operating cadences, business reviews, and executive reporting to improve leadership visibility, accountability, and alignment.
Define KPIs, targets, dashboards, and performance frameworks for assessing business health, growth, and execution.
Partner with and influence Sales, Marketing, Product, and Finance on go-to-market strategy, including pricing and packaging, sales plays, and growth opportunities.
Identify operating gaps and design scalable processes, decision mechanisms, and systems to improve execution velocity and organizational effectiveness.
Partner on high-priority cross-functional initiatives from problem definition through implementation, establishing ownership, milestones, risk management, and measurable outcomes.
Build initial analyses, tools, processes, and operating mechanisms as needed, then scale them through the organization.