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

To be successful in this role you have:

• 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 $2…