Director, Role & Org Excellence - Customer Excellence Group

Demonstrated success influencing senior leaders and driving alignment across global, matrixed organizations without formal authority.

Experience leading enterprise-wide organizational transformation, governance, and change initiatives.

Knowledge of Customer Success, customer-facing operations, or post-sales business models.

12+ years of experience in organizational design, strategic operations, management consulting, business transformation, or related leadership roles within a global technology or SaaS environment.

Familiarity with ServiceNow’s platform, products, and Customer Excellence operating model.

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.

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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.

This is a strategic leadership opportunity to shape and scale the operating model for ServiceNow’s Customer Excellence Group (CEG).

You will own the design and evolution of role mandates, competency frameworks, collaboration models, and organizational design principles, ensuring adoption and alignment across CEG.

Partnering closely with CEG leadership and cross-functional teams across HR and Learning & Development, you will serve as the organization’s lead strategist for organizational design and oversee the Org Design Board governance process.

Success in this role requires operating at three levels: strategic—translating business priorities into scalable role architecture; systemic—optimizing cross-functional interactions and dependencies; and operational—turning design concepts into practical, actionable frameworks.

You will balance stability and transformation, stewarding existing models while evolving organizational structures and role mandates to meet changing business needs.

Own role mandates and design architecture—define and maintain clear role definitions, scope, and accountability across CEG.

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.