Experience Strategy & Operations Leader

Job Description
What you get to do in this role:

Be a key player in driving success of ServiceNow's Experience team as leader of Strategy & Operations for Product & Platform experience and overall Customer Experience

Thought and execution partner with the Chief Experience Officer and her leadership team on strategy and business execution, coordinating with cross-functional and executive stakeholders. Act as proxy for the CXO as needed

Drive end-to-end operational excellence—from strategy and OKRs to execution and talent development—partnering with Product, Engineering, and FP&A to ensure the Experience org operates as a high-performance machine

Partner tightly with Product teams to create shared success, understand business priorities, and guide investments based on business outcomes

Uncover and capture high-leverage opportunities—analyzing where the org can create disproportionate value, designing strategies with cross-functional teams, then driving flawless execution

Lead a team of 5+ Strategic Ops professionals, fostering a high-performance culture to attract and develop top talent

Lead executive-level programs and initiatives, including regular updates from Experience team to larger R&D and ServiceNow product teams

Drive people and talent initiatives including All-Hands, Employee Surveys, awards, newsletters, offsites, and engagement programs

Qualifications
To be successful in this role you have:

AI-Native Mindset & Execution: Deep understanding of how AI transforms product development, design workflows, and user experiences. You've built AI-powered operations, leveraged AI to 10x team productivity, or led strategic initiatives where AI was central to the solution. You think about AI as a core enabler and know how to help teams adopt AI tools to accelerate decision-making, automate workflows, and unlock new capabilities

12+ years of relevant work experience (or 7+ years post-MBA or equivalent), preferably in tech strategy/ops, management consulting, investment banking, or private equity

Demonstrated strategy & ops leadership across large, matrixed Design or R&D organizations. Thrives in matrixed environments with ability to establish credibility with product, engineering, design and other leaders

Demonstrated ability to be thought and execution partner to senior product leaders to run & develop their orgs

Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information

Ability to quickly ramp on product portfolios, understand key business drivers, and partner with Design and Product leaders to make excellent business decisions

Track record of leading teams and developing talent with inclusive leadership

Experience building business cases, analyzing financial metrics, and creating annual financial plans in technology

Strong communication skills—verbal and written—comfortable in business and technical discussions

Track record of scoping and executing business and technical projects and driving organizational talent initiatives

You're Exceptional If You:

Have led StratOps in Design, R&D, or Product orgs at scale (500+ people) and driven measurable operational improvements

Are known for making executives better—you elevate decision-making, accelerate execution, and build trust quickly

Have a track record of implementing AI productivity tools to drive team efficiency

Thrive in ambiguity and complexity—you see patterns others miss and build frameworks that bring clarity

Build high-performing teams that people want to join

Why This Role Matters

This isn't a typical StratOps role. You'll partner with a world-class Chief Experience Officer to shape how ServiceNow—and our customers—experience AI-powered work. If you want to operate at the intersection of design, strategy, AI, and scale, this is your opportunity.

For positions in this location, we offer a base pay of $228,900 - $412,000, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer 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. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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.

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