About the Team:
ServiceNow’s worldwide Customer Excellence Group (CEG) is a global network of employees and partners with a singular mission: to ensure customer success. We build trusted relationships, learn our customers’ businesses, and deliver value-based outcomes that make ServiceNow the best decision they ever made.The CEG Strategy, Product, & Operations team (SPO) is the powerhouse that propels CEG forward. We are the strategic engine for the organization, driving org-wide programs to forge critical cross-functional partnerships to empower CEG's most vital initiatives, as well as providing the operational rhythm that powers BAU Operations.The Role:Reporting directly to the VP of CEG Global Field Ops, the Sr. Director, AMS Head of CEG Operations will lead the operational engine for the Customer Excellence Group (CEG) across the Americas. This role drives the strategy, planning, and execution that enable CEG's customer success and post-sale teams to deliver value-based outcomes at scale, owning the operating cadence, performance management, and cross-functional alignment that keep the AMS field running and growing. The AMS region represents CEG's largest and most complex geography, spanning multiple segments, Major Areas, and partner ecosystems—making this role one of the most consequential in the CEG SPO organization. The ideal candidate is a builder who thrives in ambiguity, pairs strong financial and analytical rigor with executive presence, operates with speed and urgency, and is energized by executing with excellence across a large, matrixed organization.This role provides daily business partnership, and strategic operations support to the GVP, AMS CEG and his leadership team.   The individual will be looked upon to drive strategic transformation within AMS and help the team achieve its stated business objectives.What you get to do in this role: Strategic Leadership:Define and execute the operational strategy and annual operating plan for CEG across the Americas, ensuring alignment with global CEG priorities and consistency across Geos and segmentsOwn the performance and health of the AMS field organization—tracking the metrics, targets, and forecasts that govern customer success, renewals, and expert servicesContinuously improve the operating model, processes, and tooling that scale how the AMS field ops team plans, prioritizes, and delivers for their Geo and Major Area Leader counterpartsTranslate global CEG strategy into AMS-specific priorities, ensuring the field has clear line-of-sight from corporate goals to on-the-ground executionPartner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions across the AMS fieldPartner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation. Executive Leadership:Serve as a trusted thought and execution partner to the AMS CEG leadership team and SPO Leadership teamBuild and cultivate high-level relationships across CEG, HR, Finance, and other cross-functional partners to align on shared goals and unblock executionRepresent AMS Field Ops in global SPO leadership forums, bringing the voice of the Americas into org-wide planning and prioritization decisionsPrepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials that tell the AMS story with clarity and impactOperational Excellence:Establish and run the operational cadences—quarterly business reviews, performance against key metrics, forecasting, and planning rhythms—with key stakeholders (Geo Leads, Major Area Leads, etc.)Recruit, mentor, and develop a high-performing operations team, fostering a collaborative, high-impact cultureAct as a change agent, championing new processes and technologies that raise the bar on how the AMS field operations team supports the CEG AMS counterpartsOwn the AMS capacity and coverage model, working closely with Workforce Planning and HR Business Partners to ensure the field is appropriately resourced to meet customer demand and growth targetsDrive consistency and accountability across AMS Major Areas through standardized reporting frameworks, escalation paths, and performance review cadencesPartner with the broader SPO team to identify, scope, and land high-priority programs that span the AMS field—from new initiative rollouts to post-merger integration workstreams
