[Hiring] Director of Strategic Programs and Business Operations @ServiceNow

Role Description

You will drive HRSD's most critical cross-functional priorities and strategic initiatives, operating at the intersection of strategy and execution and setting the standard for how high-impact programs are designed, governed, and run at scale. This is an individual contributor role with full strategic authority and accountability for outcomes.

What You Get to Do in This Role

• Strategic Program Ownership
  • Drive large-scale, high-visibility cross-functional strategic initiatives for HRSD.
  • Identify, prioritize, and accelerate programs of the highest complexity with quantifiable impact on revenue, market position, and competitive advantage.
  • Translate business objectives into execution strategy both tactical and strategic.
  • Take full ownership of technical project planning and delivery from conception through transition to operations.
• Strategic Planning & Program Design
  • Organize complex, ambiguous problems into prioritized milestones, deliverables, dependencies, and success criteria.
  • Design programs to deliver specific strategic outcomes and drive relentless accountability against them.
  • Establish business rhythm and operating cadences (QBRs, monthly forums, weekly alignment) that connect strategy to execution.
  • Set the standard for how high-impact programs are designed and governed at scale.
• Governance & Leadership
  • Establish governance frameworks and lead executive-level meetings and cross-functional events.
  • Serve as the go-to source of leadership, transparency, and visibility.
  • Clearly communicate objectives, status, risks, and results while ensuring surgical execution and handoffs across workstreams.
  • Ensure robust processes for managing risk, change, resources, and financials.
• Cross-Functional Orchestration
  • Develop trusted relationships with key stakeholders, technology leaders, and functional heads.
  • Facilitate strategic alignment across product, engineering, design, research, marketing, and GTM.
  • Identify and resolve cross-functional dependencies before they become blockers.
  • Hold resources accountable for their responsibilities within programs.
• AI-Native Program Management
  • Operate as an AI-native program manager.
  • Use AI to synthesize intelligence across workstreams and surface risk signals early.
  • Ensure data informs decision-making and draft communications at speed.
  • Develop software-based or AI-driven solutions to replace repeatable operational tasks.
  • Foster an environment of autonomy, transparency, and continuous improvement.
• Process & Capability Building
  • Develop and implement scalable processes, templates, and training to ensure program delivery and process adoption.
  • Oversee change management efforts, guiding teams through organizational transitions.
  • Continuously assess organizational effectiveness and implement improvements.
• Strategic Advisory
  • Serve as a strategic thought partner to the GM and executive leadership.
  • Prepare analysis and recommendations on key business questions.
  • Help leadership think clearly about strategic choices and tradeoffs.
  • Provide data-driven insights that surface blind spots and unlock opportunities.

Qualifications

• Required Qualifications
  • 12+ years of work experience in Technical Program Management, Product Management, Strategy, Operations, or related roles.
  • Proven track record managing large-scale, complex, cross-functional initiatives with quantifiable business impact.
  • Demonstrated success translating business strategy into execution plans and delivering on metrics.
• Core Competencies
  • High energy and disciplined execution skills.
  • Ability to see the big picture while being execution-oriented and detail-focused.
  • Effective communicator, written and verbal, who uses AI tools to draft, refine, and tailor communications.
  • Strong collaboration, relationship-building, and influence skills.
  • Experience leveraging or critically thinking about how to integrate AI into work processes.
• Preferred Qualifications
  • Experience in a startup or rapidly growing company.
  • Strong financial acumen and experience with budget management.
  • Proficiency with data analysis and business intelligence tools.
  • MBA or equivalent advanced degree.
  • Expertise in the enterprise software/SaaS industry.

Requirements

• Strategic initiatives deliver on time, on budget, with measurable business impact.
• Business rhythm is crisp and predictable.
• Cross-functional teams are aligned and coordinated.
• Leadership has visibility into program health, business metrics, and risks.
• HRSD organizational effectiveness, speed of execution, and market competitiveness improve measurably.

Benefits

• Base pay of $221,200 - $387,100, plus equity (when applicable), variable/incentive compensation, and benefits.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP and matching donations.
• Flexible time away plan and family leave programs.