The Role
As the Product Strategy & Governance Lead, you 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 role—it'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 scaleAccelerate AI adoption by establishing governance frameworks that enable fast, impactful derectivesDeliver measurable business outcomes through efficiency gains, productivity improvements, and enhanced customer satisfactionElevate strategic capabilities across CCX, establishing best practices that scale across the organizationShape the future of how ServiceNow leverages AI to transform customer experienceDrive Strategic GovernanceOwn end-to-end governance for strategic AI initiatives across Customer Service and Support, Global Learning and Development, and Customer Excellence GroupEstablish and evolve governance frameworks that balance speed, quality, and strategic alignment across multiple business unitsDefine frameworks and RACI models that clarify accountability and accelerate execution on complex, cross-functional programsCreate and maintain strategic roadmaps that align AI initiatives to business outcomes, ensuring all stakeholders understand priorities, dependencies, and timelinesEnable Executive Stakeholder AlignmentServe as the strategic CCX Product Strategy liaison with executives across Customer Service and Support, Global Learning and Development, and Customer Excellence GroupFacilitate executive steering committees and governance forums, driving crisp guidance and resolving strategic conflictCCX Product Strategy sTranslate complex technical and product concepts into clear business narratives that resonate with C-level stakeholdersBuild trusted advisor relationships with senior principals, providing strategic counsel on AI adoption, organizational change, and capability developmentManage Complex Strategic ProgramsGuide high-visibility, strategic programs focused on AI-derived efficiency, productivity, and customer experience transformationNavigate organizational complexity to drive cross-functional alignment, working across product, engineering, customer success, operations, and business unitsIdentify and mitigate program risks proactively, escalating critical issues with recommended solutionsDrive program ceremonies and operating rhythms that keep executive stakeholders informed, aligned, and engagedMeasure what matters by defining success metrics, tracking program health, and reporting on business outcomesShape Product StrategyInfluence product strategy by synthesizing insights from business units, customers, and market trendsProvide strategic input on AI initiatives, capability roadmaps, and investment priorities based on business unit needs and strategic goalsSupport customer-centricity by ensuring business unit perspectives shape product outcomesIdentify opportunities for efficiency gains, productivity improvements, and enhanced customer experiences through strategic AI deployment
