Senior Product Strategy & Governance Lead

Product Strategy & Governance Lead

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 ServiceNow 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.

The role as the Product Strategy & Governance Lead will be the strategic connector between vision and execution. You'll own governance frameworks for our most critical AI initiatives across CCX, working directly with executive stakeholders in Customer Service and Support, Global Learning and Development, and Customer Excellence Group to drive strategic alignment and accountability. This isn't a traditional program management roleit's a strategic position that requires equal parts business acumen, executive presence, and the ability to navigate complex organizational dynamics. You'll set the strategic direction for how our business units collaborate on AI initiatives, establish governance models that enable speed without sacrificing quality, and ensure every initiative delivers measurable impact on efficiency, productivity, and customer experience. You'll be the go-to expert for strategic business unit alignment, the trusted advisor to executives navigating complex AI transformations, and the architect of governance frameworks that scale.

If you thrive in ambiguity, love translating strategy into action, and have a track record of driving outcomes (not just outputs) in complex environments, this role is for you.

Deliver Impact Via AI

Drive strategic alignment across three critical business units, enabling ServiceNow to deliver AI-powered customer experiences at scale.

Accelerate AI adoption by establishing governance frameworks that enable fast, impactful directives.

Deliver measurable business outcomes through efficiency gains, productivity improvements, and enhanced customer satisfaction.

Elevate strategic capabilities across CCX, establishing best practices that scale across the organization.

Shape the future of how ServiceNow leverages AI to transform customer experience.

Drive Strategic Governance

Own end-to-end governance for strategic AI initiatives across Customer Service and Support, Global Learning and Development, and Customer Excellence Group.

Establish and evolve governance frameworks that balance speed, quality, and strategic alignment across multiple business units.

Define frameworks and RACI models that clarify accountability and accelerate execution on complex, cross-functional programs.

Create and maintain strategic roadmaps that align AI initiatives to business outcomes, ensuring all stakeholders understand priorities, dependencies, and timelines.

Enable Executive Stakeholder Alignment

Serve as the strategic CCX product strategy liaison with executives across Customer Service and Support, Global Learning and Development, and Customer Excellence Group.

Facilitate executive steering committees and governance forums, driving crisp guidance and resolving strategic conflict.

Translate complex technical and product concepts into clear business narratives that resonate with C-level stakeholders.

Build trusted advisor relationships with senior principals, providing strategic counsel on AI adoption, organizational change, and capability development.

Manage Complex Strategic Programs

Guide high-visibility, strategic programs focused on AI-derived efficiency, productivity, and customer experience transformation.

Navigate organizational complexity to drive cross-functional alignment, working across product, engineering, customer success, operations, and business units.

Identify and mitigate program risks proactively, escalating critical issues with recommended solutions.

Drive program ceremonies and operating rhythms that keep executive stakeholders informed, aligned, and engaged.

Measure what matters by defining success metrics, tracking program health, and reporting on business outcomes.

Shape Product Strategy

Influence product strategy by synthesizing insights from business units, customers, and market trends.

Provide strategic input on AI initiatives, capability roadmaps, and investment priorities based on business unit needs and strategic goals.

Support customer-centricity by ensuring business unit perspectives shape product outcomes.

Identify opportunities for efficiency gains, productivity improvements, and enhanced customer experiences through strategic AI deployment.

To be successful in this role you have :

Strategic Program Management Excellence

5+ years of experience guiding complex, cross-functional strategic programs in technology, product, or operations environments.

Proven track record managing programs with multiple stakeholders, several priorities, and significant organizational complexity.

Expert-level program management skills including roadmap development, risk management, stakeholder communication, and execution planning.

Experience establishing and operating governance frameworks for strategic initiatives.

Executive Stakeholder Management

Demonstrated ability to build relationships and influence at the executive level (VP, SVP, C-suite).

Strong executive presence and ability to communicate with clarity, confidence, and credibility in high-stakes situations.

Experience facilitating executive forums, steering committees, and strategy sessions.

Track record of managing up and across to drive alignment in matrixed organizations.

Business Acumen & Strategic Thinking

Strong business acumen with ability to connect strategic initiatives to business outcomes.

Experience in customer experience, customer service, learning and development, or related domains.

Ability to think strategically while executing tacticallyyou see the big picture but sweat the details.

Experience with AI / ML initiatives or digital transformation programs is highly valued.

Communication & Influence

Exceptional written and verbal communication skills; ability to tailor messages for diverse audiences.

Skilled at creating executive-level presentations, business cases, and strategic documents.

Natural influencer who builds coalitions and drives consensus without formal authority.

Comfortable with ambiguity and skilled at bringing clarity to complex situations.

Nice to have :

Experience with AI platforms, generative AI initiatives, or enterprise AI adoption.

Background in product strategy, product operations, or product management.

Familiarity with ServiceNow platform and customer experience workflows.

Experience in learning and development, knowledge management, or organizational change management.

PMP, PgMP, or similar program management certifications.

MBA or advanced degree in business, strategy, or related field.

FD21 For positions in this location, we offer a base pay of $126,700 - $215,400, 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.

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.

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 globaltalentss@servicenow.com 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.