Senior Director, Experience Team Strategic Operations

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  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-po ... (truncated, view full listing at source)