Senior Director Product Analytics
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 the 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. It enables better product decisions, a stronger understanding of end-user experiences, and business growth through data, while elevating product usage across the enterprise. The position leads a multidisciplinary team and partners with Product Management, UX/UI, Engineering, Post-Sales, business stakeholders, and analytics teams. It is responsible for enterprise measurement standards, usage insights and reporting, product-usage features for machine-learning systems, and predictive insights that support adoption, growth, renewals, and other business outcomes.
Requirements
- 15 or more 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 or more years of people-management experience leading or influencing technical teams; 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 across functions; and ensure high-quality deliverables with strong attention to detail.
Nice To Haves
- Master’s degree preferred, but not required.
- Management or technology consulting experience.
Responsibilities
- Lead measurement strategy for AI products, covering usage, adoption, value realization, standardized measurement funnels, and 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 unified 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
