Director, Customer Engagement Strategy & Operations

ServiceNow is a global market leader bringing innovative AI-enhanced technology to over 8,100 customers. As the Director of Customer Engagement Strategy & Operations, you will manage executive-level engagements and collaborate with teams to strengthen strategic relationships and deliver high-quality customer experiences.

Responsibilities:

• 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