Director, Business and Technical Operations

Director, Business And Technical Operations

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.

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

Drive Engineering Operations Excellence

Lead Product Operations for CCX

Use ServiceNow & AI to run CCX

Drive Organizational Health & Change

Influence across ServiceNow

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.

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.