Director, Customer Engagement Strategy & 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
This is a meaningful opportunity to work closely with ServiceNow's President, Chief Product Officer, and Chief Operating Officer in high-visibility customer and partner interactions cutting across the ServiceNow product portfolio. As Director of Customer Engagement Strategy & Operations, you will manage executive-level engagements and collaborate with commercial, partnership, and product teams to surface key customer and partner insights and strengthen strategic relationships.
This role enables executive focus and visibility, while giving you exposure across product, sales, and field teams on high-impact priorities. You'll help deliver high-quality customer experiences through cross-functional coordination and operate as a trusted thought partner to product and sales stakeholders.
This role reports to the Sr Director, Customer Engagement for the Office of the President, CPO & COO.
What You Get To Do In This Role:
Drive Customer & Partner Engagement for the President, CPO & COO

• Collaborate with Sales leadership, Business Development, and Product and Engineering teams to identify and prioritize high-impact customer and partner touchpoints with our largest and most strategic customers and partners
• Ensure comprehensive preparation for all customer and partner engagements - including briefing materials, necessary resources, and coordinated pre- and post-meeting follow-through
• Attend customer and partner meetings, capture key takeaways, maintain milestones, and drive delivery of clear action items across cross-functional teams

Surface and Synthesize Customer & Partner Insights

• Actively listen for and capture themes, signals, and feedback across customer and partner engagements - synthesizing into actionable insights for the broader Product and GTM organizations
• Identify patterns and ways to leverage what we hear from customers - connecting dots across engagements to inform priorities and decisions

Engage cross-functionally on key company priorities

• Act as an internal quarterback when strategic customers bring complex needs or challenges - mobilizing the right teams, driving toward resolution, and managing executive communications with the customer throughout
• Contribute to cross-functional programs and initiatives - coordinating across GTM, Engineering, and Product teams to ensure commitments are met and momentum is maintained
• Contribute to a high-performing team of Customer Engagement leaders - sharing best practices, bringing a continuous improvement mindset, and always looking for ways to work smarter and elevate the quality and consistency of engagements across the team

Qualifications
Successful candidates typically bring:

• 15+ years of overall experience including exposure to product, sales, strategy, partnerships, or similar functions; 4+ years in top-tier management consulting strongly preferred
• Exceptional ability to navigate ambiguity - makes sound judgment calls independently, knows when to lean in and when to escalate
• Ability to drop into new contexts quickly, ask sharp questions, and identify what needs to change or be challenged
• Executive presence, with outstanding verbal and written communication skills; equally fluent presenting to a C-suite audience as writing a tight briefing document
• Sharp business acumen, with a strong sense of prioritization in fast-moving environments
• Proven ability to build consensus among senior stakeholders and drive results in high-stakes, cross-functional settings
• Demonstrated learning agility and a continuous improvement mindset - thrives in evolving environments, experiments readily, and is always looking for better ways to work
• Experience leveraging AI tools to improve how work gets done - from research and synthesis to communication and workflow automation; proficiency with PowerPoint, Excel, and leading productivity tools

For positions in this location, we offer a base pay of $219,600 - $384,300, 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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