Full-Time Director, Business and Technical Operations
ServiceNow is hiring a remote Full-Time Director, Business and Technical Operations. The career level for this job opening is Manager and is accepting Santa Clara, CALIFORNIA based applicants remotely. Read complete job description before applying.
ServiceNow
Job Title
Director, Business and Technical Operations
Posted
Career Level
Full-Time
Career Level
Manager
Locations Accepted
Santa Clara, CALIFORNIA
Salary
YEAR $189100 - $331000
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Job Details
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 ExcellencePartner 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.
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.
Skills
FAQs
What is the last date for applying to the job?
The deadline to apply for Full-Time Director, Business and Technical Operations at ServiceNow is
21st of December 2025
. We consider jobs older than one month to have expired.
Which countries are accepted for this remote job?
This job accepts [
Santa Clara, CALIFORNIA
] applicants. .
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