Director, Business Process Management

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
ServiceNow's Customer Excellence Group (CEG) is at the intersection of product, innovation, and customer outcomes. We are looking for a Director, Operations to be the operational backbone of our CEG Product Development & Innovation function - a senior leader who builds and runs the systems, rhythms, and structures that allow our teams to move fast, make great decisions, and deliver at scale.
This is not a supporting role. As Director of Operations, you will own the operating model for the function, lead a team of operations professionals, and serve as a strategic partner to the CEG Product Development & Innovation leadership team. You will translate ambiguity into action, complexity into clarity, and strategy into execution.
CEG Product Development & Innovation is central to ServiceNow's mission to make the world work better for everyone. This function shapes how we bring products to life, how we drive innovation at scale, and how we deliver value to our customers. The Director, Operations will have direct influence over how this function works, what it prioritizes, and how effectively it executes. If you love building the operating system that powers great teams - and you want to do it at a company where the stakes are high and the opportunity is real - this is the role for you.
What You'll Do
Build and Lead the Operations Function

• Lead and develop a team of operations professionals embedded across CEG Product Development & Innovation
• Define and own the operating model for the function, including team rhythms, governance, planning cadences, and decision-making frameworks
• Set the standard for operational excellence - creating scalable processes that enable speed without bureaucracy
• Serve as a key advisor and thought partner to the GVP, CEG Product Development & Innovation and the broader leadership team

Drive Planning and Execution Rigor

• Own the quarterly and annual planning cycles for the function, ensuring alignment with company strategy and cross-functional priorities
• Establish and manage OKR frameworks, KPIs, and performance dashboards that give leadership real-time visibility into progress and risks
• Track and manage strategic initiatives from ideation through delivery, identifying blockers and driving resolution
• Facilitate key leadership meetings, offsites, and strategic reviews - preparing materials, driving agendas, and ensuring decisions are documented and actioned

Enable Cross-Functional Alignment

• Act as the connective tissue between CEG Product Development & Innovation and cross-functional partners including Engineering, Design, Sales, Finance, and HR
• Build and maintain strong working relationships across the broader ServiceNow organization to ensure the function has what it needs to deliver
• Drive communication strategies that keep the team aligned and leadership informed - from exec summaries to all-hands content
• Represent the function in company-wide operational forums and planning processes

Lead Strategic Initiatives

• Identify organizational and operational gaps and proactively design solutions before they become problems
• Lead special projects and transformation initiatives on behalf of the SVP/VP, from scoping through execution
• Develop business cases and recommendations on resource allocation, organizational design, and investment priorities
• Help translate the function's vision into compelling narratives for senior leadership and the board

Qualifications
What We're Looking For
Experience

• 10+ years of experience in operations, strategy, chief of staff, or management consulting roles, with at least 3 years in a people leadership capacity
• Proven track record supporting senior leaders in large, complex, matrixed technology organizations
• Deep experience running operational planning cycles (annual planning, quarterly reviews, OKRs) at scale
• Background working closely with product, engineering, or innovation functions is strongly preferred
• Experience at a high-growth enterprise SaaS company is a strong plus

Skills & Capabilities

• Exceptional systems thinking - you see the whole board, identify root causes, and design solutions that scale
• Strong executive presence with the ability to influence without authority across all levels of the organization
• Outstanding written and verbal communication; you distill complexity into clarity for any audience
• Highly structured approach to problem solving with a bias toward action and execution
• Data-fluent - comfortable defining metrics, building dashboards, and making data-driven recommendations
• Ability to context-switch rapidly and manage multiple high-priority workstreams simultaneously

Leadership

• A people leader who develops and elevates their team, not just manages them
• Operates with high integrity and earns trust quickly across the organization
• Thrives in ambiguity and brings calm, structure, and momentum to fast-moving environments
• Genuinely curious about how products are built and how innovation happens at scale
• Deeply motivated by enabling others - you get satisfaction from building the infrastructure that makes great teams great

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, 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.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
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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