Strategic Operations, Director

ServiceNow•San Diego, CA

8d•Remote

About The Position

About the team: The Connected Customer Experience (CCx) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCx spans support, learning, and success experiences, built on the ServiceNow AI Platform. About the role: The Strategic Operations, Director is a senior individual contributor responsible for owning the operational backbone of the CCx organization. This role partners closely with the SVP of CCx and the Chief of Staff to translate strategy into executable plans, manage financial and headcount operations, drive organizational alignment and engagement, and provide clear, data-driven insights and recommendations that enable confident executive decision-making. This role is ideal for a highly autonomous and structured operator with strong judgment, a point of view on operational excellence, and the ability to influence senior leaders through clarity, rigor, and trust in a complex, matrixed organization. The ideal candidate understands that operational excellence extends beyond financial and program management to encompass how a large distributed organization communicates, aligns, and maintains organizational health.

Requirements

12+ years of experience in strategic operations, business operations, product ops, or consulting.
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Demonstrated experience leading large-scale programs or strategic initiatives in complex / matrixed organizations.
Proven experience managing large-scale budgets and complex operating models.
Strong financial and analytical acumen; comfort working closely with Finance.
Experience driving internal communications at scale and employee engagement programs.
Demonstrated systems thinker who understands and optimizes the connections between financial health, operational execution, organizational engagement, and strategic outcomes.
Executive presence with the ability to influence without authority.
Exceptional clarity in written and verbal communication.
Bachelor’s degree in business, engineering, computer science, or related field

Nice To Haves

MBA or equivalent experience preferred.

Responsibilities

Budget Management and Operating Model
Own the CCx budget (~$50M) in close partnership with Finance.
Manage the headcount operating model, including tracking, forecasting, and change execution
Own vendor and contractor operations, including SOWs, renewals, scope changes, and performance management.
Own the annual planning process for CCx, including timelines, inputs, dependencies, and outputs.
Drive monthly and quarterly execution against approved plans, proactively managing changes and tradeoffs and surfacing decision points with clear options and implications.
Own the internal communications operating rhythm (cadence, forums, inputs, sequencing) for CCx— including all-hands, leadership syncs, and change communications — in partnership with the Chief of Staff and SVP.
Continuously evolve the CCx operating model to improve execution, decision velocity, and transparency.
Data, Metrics & Transparency
Own CCx operational data and dashboards, ensuring accuracy, consistency, and executive usability to track organizational health and progress against goals.
Partner with Finance and cross-functional teams to maintain a high bar for financial accuracy and transparency.
Own the definition, alignment, and ongoing tracking of CCx OKRs, ensuring clear linkage between strategic priorities, execution plans, and measurable outcomes.
Translate complex programs, financial data, and operational issues into concise, decision-oriented materials for senior leadership.
Develop executive-ready decks, documents, and written narratives that clearly communicate status, insights, risks, and recommendations, maintaining a high bar for clarity, structure, and point of view in all executive communications.
Cross-Functional Alignment
Act as the operational point of contact for cross-functional partners supporting CCx, building strong, trusted relationships with leaders across Digital Technology, Customer Success, Support, and Finance to drive alignment, surface tradeoffs, and enable timely decision-making and execution.
Influence cross-functional leaders through a strong POV on how work gets done, not just what gets done.
Ensure alignment between strategy, execution, and resource allocation by clarifying cross-functional roles, decision rights, and operating interfaces.
Represent CCx in cross-functional forums to remove execution blockers and align on operational implications of customer and business outcomes.
Strategic Initiative Leadership
Lead and orchestrate complex, cross-functional programs in support of CCx strategic priorities, including org-wide changes, operating model evolution, and critical initiatives.
Drive change management activities, ensuring clear ownership, sequencing, and communication across stakeholders.
Establish initiative-level plans, milestones, risks, and dependencies while holding partners accountable through influence.
Proactively surface risks, tradeoffs, and decision points, escalating with clarity and recommendations.
Ensure strategic initiatives remain aligned to approved priorities, funding, and capacity, proactively surfacing investment and resourcing tradeoffs with clear recommendations for executive decision-making.

Benefits

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

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