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Director, Strategic Operations

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change-makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are looking for a Director, Risk BU Business Strategic Operations. This critical role will be a trusted advisor to the BU GM and a respected partner to cross-functional leaders across product, engineering, design, sales, marketing, and customer success. This role will support both operational and strategic aspects of the business. You will lead a small team of talented Strategic Operations professionals to solve complex business problems by undertaking research, designing and executing analysis, and then driving results. You will work closely with cross-functional stakeholders to accelerate our impact and directly contribute to our overall business objectives. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company! The Risk product business unit is helping our customers transform their Risk operations.  

What you get to do in this role: 

  • Thought partner with the general manager, product leadership, and GTM team on a variety of efforts. Provide deep understanding and supporting data of customer behavior, product and team capabilities, and detailed metrics to inform decision-making 
  • Identify value-creation opportunities across our business. Analyze and design strategies to capture value, iterate with cross-functional teams, then coordinate delivery across functions and ensure quality of output 
  • Drive the operating cadence of the business – quarterly business reviews, executive product roadmap reviews (PRR), & annual planning  
  • Own strategic planning for the BU - this entails modeling out revenue, customers, costs, investments, industry trends, and roadmap permutations.  
  • Manage the end-to-end budget planning cycle, resource portfolio, and hiring allocations  
  • Support alignment between BU leaders and all Stakeholders (C-Level, other functions). Own relationships with internal cross-functional leaders to coordinate business activities and proactively distill and communicate relevant information to leadership  
  • Represent the BU in cross-functional initiatives and programs 
  • Drive people and talent initiatives to include but not limited to; All-Hands, Employee Surveys, Employee awards, Monthly newsletters, team offsites, and employee engagement  
  • Partner with the FP&A and Talent Acquisition teams on budget attainment, management, and hiring execution 


To be successful in this role you have: 

  • 12+ years of relevant work experience (or 5+ years post-MBA or equivalent higher degree), preferably in tech strategy/ops functions, management consulting, investment banking, or private equity 
  • Top-notch data analytics and problem-solving skills, with an ability to synthesize. 
  • Experience working within the product development process, thrives in a matrixed environment, can establish credibility with product, engineering, and GTM leaders, and an understanding of operational and go-to-market implications of their recommendations.  
  • Ability to gain and maintain an intimate understanding of the business’ key drivers, proactively proposing ways to increase business performance and efficiency. 
  • Led cross-functional initiatives end-to-end lifecycle from strategy, inception, execution, and to operationalization 
  • Self-starter who thrives in fast-paced, high-growth environments 
  • Outstanding organizational and communication (verbal, written, and presentation) skills. 
  • Willingness to roll up your sleeves and take on whatever tasks necessary to get the job done 
  • Knowledge of the SaaS space and business model 
  • Previous management experience and track record of developing talent 
  • MBA, equivalent degree, or equivalent experience



For positions in the Bay Area, we offer a base pay of $178,900 - $313,100, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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