Senior Director Product Analytics

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone-freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow- helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

• We are looking for a strategic, technically adept and savvy Sr. Director of Product Analytics (Usage & Adoption) to build and scale our understanding of how users engage with, adopt and derive value
  from the Service Now AI Platform. This role will set the strategy and structure to execute multiple
  high-impact programs using product telemetry across the product and customer lifecycle
  -including governance, insights generation & activation and the development of data & AI products. By enabling smarter product decisions, improving our understanding of end-user experiences, and
  supporting business growth through data, this role will Elevate Product Usage across the enterprise.
• Responsibilities
  Lead the measurement strategy for AI products - from usage to adoption to value
  realization; standardize measurement funnels and enable end to end measurement from
  token costs to token consumption
  Define the needs of telemetry governance and data quality across the Service Now product & platform portfolio
  Define and enforce enterprise-wide standards for event tracking, metadata management, and compliance
  Own the 'single pane of glass' for usage metrics and benchmarks across products and customer use cases/ segments
  Deliver insights, scorecards & reporting and analytics for Product Management, UX/UI, Engineering and Post-Sales teams
  Own product usage feature engineering for ML models and recommendation systems
  Deliver proactive and predictive insights to improve product adoption, growth and renewals
  Partner with business stakeholders and other analytics teams to evolve product usage metrics, connect to business outcomes (adoption, value, renewals, upsell, cross-sell), define
  and measure action plans
  Manage a team of Product Managers, Data Engineers, BI Developers and Data Scientists

• Requirements
  15+ years of professional experience, with extensive experience in the B2C and/or B2B product domain in an analytics or insights leadership capacity
  Experience developing product usage, adoption and value measurement strategy and driving executive level alignment
  Hands-on experience developing product telemetry strategy and application to insights generation and action recommendation, AI/ML model development
  7+ years of people management experience, leading or influencing technical teams, preferably with a global remit
  Ability to influence senior business executives and to translate between technical and nontechnical teams
  BA/BS, with preferred concentration in business or a quantitative field;
  Masters degree preferred but not required Demonstrated experience working cross-functionally with business and technical teams
  Passion for and experience in applying AI to business problems in the SaaS product domain
  Ability to manage multiple priorities in a matrixed and fast-paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention to detail
  Management/ Tech consulting experience a plus

JV20

For positions in this location, we offer a base pay of $254,500 - $445,400
, 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.

We approach our distributed world of work with flexibility and trust. Work personas (flexible,…