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 — Service Now 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.

This is a meaningful opportunity to work closely with Service Now's President, Chief Product Officer, and Chief Operating Officer in high‑visibility customer and partner interactions cutting across the Service Now 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.

• 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

• 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

• 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

• 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 elevate issues
• 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,…