Company Description

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, ServiceNow is the AI control tower for business reinvention. Our ServiceNow 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.

Job Description

The Role
The Senior Director of Strategic Product Assurance & AI Transformation will lead the architecture, scaling, and execution of ServiceNow's Product Assurance program — expanding from a two-customer model to a portfolio of 40 strategic enterprise accounts while driving AI transformation across ServiceNow's most complex, highest-scale customer engagements. This role requires deep expertise in enterprise SaaS platform operations, agentic AI, and large-scale customer program management. The ideal leader combines the technical credibility to engage customer CTOs on platform reliability, scalability, and AI readiness with the organizational influence to mobilize cross-functional teams across Engineering, Product, and GTM — driving resolution, shaping roadmap, and delivering measurable outcomes for ServiceNow's most strategic customers.

Key Responsibilities

• Report to the VP of Cross Workflow Products and serve as the executive face of product accountability for ServiceNow's most complex, highest-scale enterprise customers, owning the end-to-end Stay Well program including platform reliability, availability commitments, and agentic AI readiness.
• Architect and scale the Product Assurance program from two anchor customers to a portfolio of 40 strategic enterprise accounts, designing the operating model, playbooks, and executive engagement rhythms that make Product Assurance a proactive, differentiated competitive advantage.
• Support the VP in establishing and driving AI Transformation Change Advisory Boards (CABs), coordinating ServiceNow stakeholders across CAB customer engagements to ensure alignment, follow-through, and momentum on the Now Platform.
• Act as the internal quarterback when strategic customers bring complex, cross-functional challenges — mobilizing engineering, product, and field teams, driving toward resolution with urgency, and owning executive-level communications with the customer throughout.
• Generate and track the cross-workflow platform roadmap, coordinating across GTM, Engineering, and Product to ensure that commitments made in the field are honored and that cross-divisional priorities like platform scalability, AI governance, and commercial model evolution stay on track.
• Influence product direction across ServiceNow's engineering and product organizations without direct authority — connecting customer signals, field feedback, and platform data into prioritized, actionable input that shapes roadmap decisions.
• Drive cross-divisional company priorities including scale, availability, AI guardrails, and commercial model commitments, ensuring strategic customers receive cohesive, executive-level engagement throughout.
• Build and maintain trust with C-suite and senior technical stakeholders at strategic accounts by demonstrating deep platform fluency, proactive risk management, and consistent follow-through on commitments.

Qualifications

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into enterprise workflows, customer engagement models, and product delivery — including agentic AI readiness, AI governance frameworks, and AI transformation program design.
• 12+ years of product management or product leadership experience, with at least 5 years in senior leadership roles at a leading SaaS or enterprise AI product company.
• Demonstrated track record of owning and scaling complex, cross-functional customer programs at Fortune 100 or comparable enterprise scale.
• Deep understanding of:
  • Enterprise platform architecture including scalability, availability, performance, and reliability at large-scale deployments
  • Agentic AI systems, LLM orchestration, and AI governance and guardrail frameworks
  • SaaS commercial models including consumption-based pricing, commit structures, and overage mechanics
  • Cross-functional product roadmap development and engineering partnership in a matrixed organization
• Proven ability to influence product roadmap and drive alignment across engineering, product, and GTM organizations without direct authority.
• Strong technical credibility — able to engage in substantive discussions with customer CTOs and engineering leaders on platform scale, latency, availability trade-offs, and AI architecture.
• Excellent executive communication skills, with the ability to translate complex platform and AI topics into crisp, compelling narratives for C-suite stakeholders, board-level audiences, and internal leadership.
• Builder mentality — proven experience designing programs, playbooks, and operating models from the ground up in ambiguous, fast-moving environments.

Experience

• Experience with ServiceNow or comparable enterprise SaaS or AI agentic platforms — including deep familiarity with platform architecture, workflow orchestration, and enterprise deployment at scale.
• Background in technical product management and/or customer engineering for strategic enterprise accounts, with a track record of translating complex platform and AI capabilities into customer outcomes at significant scale.
• Prior experience leading or contributing to AI transformation programs, including change management, executive governance, and adoption frameworks.
• Demonstrated experience managing escalations and cross-company coordination for complex, high-stakes enterprise customer situations.
• Advanced experience in engineering, computer science, business, or a related field preferred.

For positions in this location, we offer a base pay of $221,200 - $387,100, 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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