Director, Pricing and Packaging Strategy - Employee Experience Group

ServiceNow; Mountain View (CA); On-site; USD 180,000 - 260,000; Full time

Job summary

ServiceNow is seeking a Director of Pricing & Packaging Strategy for the EmployeeWorks unit. You will own pricing, packaging, and market introduction, partnering across Product, Data Science, Marketing, Sales, Finance, and executives to turn pricing into growth and retention during every deal cycle.

You will lead pricing models, consumption pricing, and GTM alignment, shaping value through offers and rate cards while driving measurable impact for the business and customers.

Qualifications

• 7+ years of experience in pricing strategy, product monetization, or financial analysis.
• Deep expertise in financial modeling, revenue optimization, and strategic analysis.
• A track record of pricing decisions that delivered measurable business impact.
• Strong leadership presence and experience influencing senior stakeholders toward business outcomes.
• Proven operator in cross-functional environments: strong prioritization instincts, able to build consensus and drive results without direct authority.
• Excellent communication skills, with a talent for making complex pricing concepts clear to non-financial audiences.
• Fluency in AI, with the ability to translate engineering and product concepts for non-technical stakeholders and represent EmployeeWorks products to central pricing, product management, and GTM teams.

Responsibilities

• Pricing strategy development and innovation.
• Consumption pricing strategy ownership.
• Go-to-market alignment across Sales, Marketing, and post-sales success teams.
• Build pricing excellence hub to price with confidence for sales and renewals.
• Lead pricing research and market benchmarking to stay competitively positioned.
• Develop and maintain pricing strategies aligned with BU and company objectives.

Skills

Pricing strategy

Financial modeling

Revenue optimization

Leadership

Stakeholder management

Cross-functional collaboration

Communication skills

AI fluency

Job description

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Job Description

As Director of Pricing & Packaging Strategy for the EmployeeWorks Business Unit, you’ll own how our AI products are priced, packaged, and brought to market. You’ll partner with Product, Data Science, Marketing, Sales, Finance, and executive leadership to turn pricing into a growth lever, building models and offers that drive acquisition, expand existing customers, and protect retention. This role sits at the center of product strategy and go-to-market, and it shapes how customers experience the value of EmployeeWorks from first deal through renewal.

What you’ll do

Pricing strategy development and innovation

• Partner with Product, Data Science, Marketing, Sales, Finance, and executives to build pricing models for every new or repackaged SKU.

• Partner with ServiceNow’s central pricing team to keep EmployeeWorks pricing and packaging aligned with company-wide pricing strategy.

• Develop and maintain pricing strategies that align with BU and company objectives, grounded in primary research, financial modeling, stakeholder interviews, and competitive research.

• Design pricing, bundling, and offer strategies, along with the sales plays that bring them to market, to maximize customer acquisition, retention, and revenue.

Consumption pricing strategy

• Own the consumption pricing strategy for the BU, including setting the rate card for Assist consumption.

• Propose rate card and consumption pricing changes in partnership with the central pricing team.

• Partner with Data Science and Engineering on Assist metering telemetry, so usage is measured accurately and billed consistently.

• Drive token spend analysis and optimization to protect margins as customer usage scales.

• Own consumption tracking, analysis, and insights for the business, turning usage trends into pricing, packaging, and forecasting decisions.

Go-to-market alignment

• Align monetization efforts across Sales, Marketing, and post-sales success teams so pricing translates into revenue and retention.

• Build and maintain a centralized pricing excellence hub that equips sales and renewals teams to price with confidence.

• Help sales build glide paths to different SKU options that drive upsells and renewals.

• Manage pricing strategy across direct, partner, and reseller channels, ensuring consistent execution and profitability across all of them, including third-party partnerships.

Insights and analytics

• Build frameworks to monitor pricing performance and present insights and recommendations to senior leadership.

• Create financial models and analyses to assess the impact of pricing decisions, and design experiments to test pricing hypotheses.

Competitive intelligence and market analysis

• Lead pricing research, including competitor analysis and market benchmarking, to keep EmployeeWorks competitively positioned.

Qualifications

What you bring to the table

• 7+ years of experience in pricing strategy, product monetization, or financial analysis, ideally in SaaS or AI.

• Deep expertise in financial modeling, revenue optimization, and strategic analysis.

• A track record of pricing decisions that delivered measurable business impact.

• Strong leadership presence and experience influencing senior stakeholders toward business outcomes.

• Proven operator in cross-functional environments: strong prioritization instincts, able to build consensus and drive results without direct authority.

• Strong judgment about when to act independently and when to elevate, with the ability to navigate ambiguity.

• Comfort operating in a highly collaborative, fast-paced environment.

• Proven ability to thrive in a highly dynamic environment where written guides and playbooks are sparse and changes occur nearly daily: you create structure where none exists, ramp quickly, ask sharp questions, stay current without being told, and keep partners and leadership aligned as things shift.

• Excellent communication skills, with a talent for making complex pricing concepts clear to non-financial audiences.

• Fluency in AI, with the ability to translate engineering and product concepts for non-technical stakeholders and represent EmployeeWorks products to central pricing, product management, and GTM teams.

For more information

www.servicenow.com

JV20

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third‑party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

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Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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