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