Senior Director Product Analytics

ServiceNow • Santa Clara, CA

2d

About The Position

ServiceNow is seeking a strategic, technically adept Senior Director of Product Analytics (Usage & Adoption) to build and scale understanding of how users engage with, adopt, and derive value from the ServiceNow AI Platform. The role sets strategy and structure for high-impact programs that use product telemetry across the product and customer lifecycle, including telemetry governance, insight generation and activation, and development of data and AI products. The position supports smarter product decisions, improved understanding of end-user experiences, and business growth through data.

The Senior Director will lead product usage measurement, establish enterprise telemetry standards, and provide insights and analytics to teams across Product Management, UX/UI, Engineering, and Post-Sales. The role also owns product-usage feature engineering for machine-learning models and recommendation systems, and leads a multidisciplinary team of Product Managers, Data Engineers, BI Developers, and Data Scientists.

Requirements

• 15+ years of professional experience, including extensive experience in the B2C and/or B2B product domain in an analytics or insights leadership capacity.
• Experience developing product usage, adoption, and value measurement strategy and driving executive-level alignment.
• Hands-on experience developing product telemetry strategy and applying it to insight generation, action recommendations, and AI/ML model development.
• 7+ years of people management experience leading or influencing technical teams; a global remit is preferred.
• Ability to influence senior business executives and translate between technical and nontechnical teams.
• BA/BS degree; a concentration in business or a quantitative field is preferred.
• Demonstrated experience working cross-functionally with business and technical teams.
• Passion for and experience applying AI to business problems in the SaaS product domain.
• Ability to manage multiple priorities in a matrixed, fast-paced environment, collaborate with cross-functional teams, and deliver high-quality work with strong attention to detail.

Nice To Haves

• Master’s degree preferred but not required.
• Management or technology consulting experience is a plus.
• Experience leading technical teams with a global remit is preferred.

Responsibilities

• Lead measurement strategy for AI products, covering usage, adoption, and value realization; standardize measurement funnels and enable end-to-end measurement from token costs to token consumption.
• Define telemetry governance and data quality needs across the ServiceNow product and platform portfolio.
• Define and enforce enterprise-wide standards for event tracking, metadata management, and compliance.
• Own a single view of usage metrics and benchmarks across products and customer use cases and segments.
• Deliver insights, scorecards, reporting, and analytics for Product Management, UX/UI, Engineering, and Post-Sales teams.
• Own product-usage feature engineering for machine-learning models and recommendation systems.
• Deliver proactive and predictive insights to improve product adoption, growth, and renewals.
• Partner with business stakeholders and analytics teams to evolve product usage metrics, connect them to business outcomes, and define and measure action plans.
• Manage a team of Product Managers, Data Engineers, BI Developers, and Data Scientists.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior