Director of Strategy & Operations (Employee Experience Group)

ServiceNow; Mountain View (CA); On-site; USD 260,000 - 380,000; Full time

Benefits offered by this job

Generous family leave

Matched donations

Annual learning stipends

Flexible PTO

Competitive retirement plan

Paid volunteer time

Job summary

ServiceNow seeks a Director of Strategy & Operations for its Employee Experience Group to set direction, translate market opportunities into investments, and build a scalable operating model for durable growth. You will align product, engineering, sales, marketing, and finance around priorities, and shape annual and long-range plans with rigorous analytical rigor.

You will lead strategic initiatives, develop market insights, and turn strategy into coordinated execution across the business,

Qualifications

• Excellent written and verbal communication skills.
• Demonstrated ownership of complex business planning, operating rhythms, and cross-functional initiatives.
• Experience with go-to-market strategy, pricing, and packaging preferred.
• 10–12+ years of experience, including 2+ years in management consulting plus 4+ years in product strategy at a SaaS/AI company, or 6+ years in product strategy at SaaS/AI.

Responsibilities

• Lead annual and long-range planning and financial modeling with forecasting, budgets, and headcount in partnership with Finance.
• Advise product, engineering, sales, marketing, and finance on priorities, investments, and execution plans.
• Define KPIs, targets, dashboards, and performance frameworks to measure business health and growth.
• Collaborate across functions to shape market strategy and inform pricing and packaging decisions.
• Build scalable processes and operating cadences; translate strategy into execution.

Skills

Strategic thinking

Financial modeling

Cross-functional leadership

Executive communication

Job description

• This is a high-impact role at the center of how the Employee Experience Group sets its direction, places its bets, and scales
• The Director of Strategy & Operations will work alongside senior product leadership to shape the business strategy, translate market opportunities into investment priorities, and build the operating model needed to deliver durable growth
• You will bring together Product, Engineering, Sales, Marketing, and Finance around the decisions that matter most- from where to invest and how to win in the market to how success is measured
• You will lead annual and long-range planning, develop the market and competitive insights that inform our choices, and turn strategy into focused, coordinated execution across the business
• We are looking for a trusted advisor and hands-on builder-someone who sees around corners, brings structure to ambiguity, and can move fluidly from executive-level strategy to the work required to make it real
• The right leader will combine sharp business judgment, analytical depth, and strong influence with the energy to build what does not yet exist
• Serve as a strategic advisor to product and business leadership, providing analysis and recommendations on priorities, investment choices, operating tradeoffs, and execution plans
• Own the business unit’s annual and long-range planning and financial modeling, including forecasting, annual operating plans, OKRs, budget, and headcount in partnership with Finance
• Develop outside-in perspectives on the employee experience and enterprise AI markets, including market sizing, growth drivers, customer trends, and competitive dynamics
• Translate complex, ambiguous business questions into structured analyses, clear recommendations, and executable plans
• Own the business unit’s planning and operating cadences, business reviews, and executive reporting to create visibility, accountability, and alignment across leadership
• Define the KPIs, targets, dashboards, and performance frameworks used to assess business health, growth, and execution
• Partner with and influence Sales, Marketing, Product, and Finance on go-to-market strategy, providing analysis and recommendations on pricing and packaging, sales plays, and growth opportunities
• Identify operating gaps and design scalable processes, decision mechanisms, and systems that improve execution velocity and organizational effectiveness
• Partner on high-priority cross-functional initiatives from problem definition through implementation, influencing clear ownership, milestones, risk management, and measurable outcomes
• Build the first version when needed-developing analyses, tools, processes, and operating mechanisms before scaling them through the organization

Benefits

• Generous family leave
• Matched donations
• Annual learning stipends
• Flexible PTO
• Competitive retirement plan
• Paid volunteer time

A hands-on, outcome-oriented approach and a track record of building practical solutions in ambiguous, fast-moving environmentsExcellent written and verbal communication skills, with the ability to simplify complex topics and create clear executive-level narrativesPeople leadership experience is preferredDemonstrated ownership of complex business planning, operating rhythms, and cross-functional initiatives with measurable resultsExperience with go-to-market strategy and pricing and packaging is preferred10-12+ 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 companyExperience partnering with senior executives and influencing across Product, Engineering, Sales, Marketing, and Finance in a matrixed organizationStrong strategic and analytical judgment, including the ability to develop hypotheses, build structured analyses, interpret data, and translate findings into decisions; hands-on financial modeling capability, with the ability to create models and review and challenge analyst output