Director, Business and Technical Operations

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
About the team:
The Connected Customer Experience (CCX) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCX spans support, learning, and success experiences, built on the ServiceNow platform and AI capabilities.
About the role:
We are looking for a Director, Business & Technical Operations to act as the GM of Operations for CCX across Business Operations, Engineering Operations, and Product Operations.
You will run the CCX operating model, own the P&L in partnership with Finance, and ensure that strategy, execution, and investment decisions are tightly linked to customer impact, revenue, and efficiency.
What you get to do in this role:
Lead CCX as GM of Operations

• Serve as the primary operations leader for CCX across business, product, and engineering.
• Translate ServiceNow and CCX strategy into clear priorities, OKRs, and execution plans.
• Own CCX P&L management with Finance: planning, forecasting, scenario modeling, and investment trade-offs.

Run CCX Business Operations

• Design and run the rhythm of the business (AOP, QBRs, MBRs, weekly business reviews, portfolio reviews)
• Standardize planning, goal-setting, and performance reporting across CCX.
• Own headcount and vendor plans; optimize structure, cost, and capabilities with HR and Finance.
• Maintain a CCX scorecard tying digital adoption, self-service, CSAT, and efficiency to financial outcomes.

Drive Engineering Operations Excellence

• Partner with engineering leaders to evolve the operating model (Agile practices, release management, incident and problem management).
• Define and track key engineering health metrics (velocity, quality, reliability, cost-to-serve) and drive improvement programs.
• Align engineering capacity with the highest-value CCX roadmap priorities and platform initiatives.

Lead Product Operations for CCX

• Establish consistent product operations frameworks (intake, prioritization, roadmap governance, release readiness)
• Align product roadmaps to CCX and company OKRs with clear trade-off and decision mechanisms.
• Partner with Product, Design, Research, and Data to operationalize product analytics, experimentation, and voice-of-customer.
• Ensure CX KPIs (time-to-value, digital adoption, case deflection, CSAT, renewal signals) inform product decisions.

Use ServiceNow & AI to run CCX

• Champion "run CCX on ServiceNow" by using the platform and AI to automate workflows, approvals, and reporting.
• Identify and execute AI opportunities (agentic / generative) across intake, routing, forecasting, and operational analytics.

Drive Organizational Health & Change

• Clarify roles, decision rights, and interfaces between Business, Engineering, and Product Operations.
• Lead change management for new operating models, tools, and processes with clear communications and adoption plans.
• Support a culture of growth mindset, accountability, and collaboration across CCX.

Influence across ServiceNow

• Build strong partnerships with leaders across CCX, Digital Technology, Product, Customer Success, Sales, Marketing, Finance, and HR.
• Represent CCX in cross-functional forums, remove execution blockers, and align on customer and business outcomes.

Qualifications

• 12+ years of experience in business operations, product operations, engineering operations, or related roles in SaaS or digital product organizations.
• 3+ years leading teams and influencing senior leaders in a matrixed environment.
• Demonstrated experience owning or heavily influencing a P&L or large operational budget.
• Proven track record driving operational excellence and transformation across product and/or engineering teams.
• Strong familiarity with modern product and engineering practices (Agile/Scrum, portfolio management, product analytics, DevOps/SRE concepts).
• Advanced analytical skills: able to define metrics, build dashboards, and communicate insights for executive decisions.
• Excellent communication and stakeholder management skills; comfortable working with SVP-level leaders and cross-functional teams.
• Experience using or integrating AI and automation into business processes and decision-making is a plus.
• Bachelor's degree in business, engineering, computer science, or related field; MBA or equivalent experience preferred.

#DTjobs
For positions in this location, we offer a base pay of $189,100 - $331,000, 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.
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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