Sr. Director, AMS Head of CEG Operations

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.

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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.

For positions in this location, we offer a base pay of $220,300 - $396,500 , 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.

Responsibilities

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 segments; Own the performance and health of the AMS field organization—tracking the metrics, targets, and forecasts that govern customer success, renewals, and expert services; Continuously 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 counterparts; Translate global CEG strategy into AMS-specific priorities, ensuring the field has clear line-of-sight from corporate goals to on-the-ground execution; Partner with Finance and CEG leadership on headcount planning, resource allocation, and investment decisions across the AMS field; Partner with Sales leadership and Sales Operations in achieving mutually agreed upon goals around NNACV growth and risk mitigation.; Serve as a trusted thought and execution partner to the AMS CEG leadership team and SPO Leadership team; Build and cultivate high-level relationships across CEG, HR, Finance, and other cross-functional partners to align on shared goals and unblock execution; Represent AMS Field Ops in global SPO leadership forums, bringing the voice of the Americas into org-wide planning and prioritization decisions; Prepare and deliver executive-level communications, including QBR content, leadership briefings, and board-ready materials that tell the AMS story with clarity and impact; 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 culture; Act as a change agent, championing new processes and technologies that raise the bar on how the AMS field operations team supports the CEG AMS counterparts; Own 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 targets; Drive consistency and accountability across AMS Major Areas through standardized reporting frameworks, escalation paths, and performance review cadences; Partner 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

Requirements

12+ years of relevant work experience (or 7+ year post-MBA or equivalent), preferably in tech strategy/ops, management consulting, delivery leadership, or customer success; Prior experience supporting or leading field operations for a large, geographically distributed post-sale or professional services organization strongly preferred; Demonstrated “AI-first” mindset and a relentless growth orientation; Strong data analytics, financial acumen, and problem-solving skills with ability to synthesize complex information; Demonstrated ability to be thought and execution partner to senior leaders to help run and develop their orgs; Bias toward action and an ownership mentality—results-oriented, and accountable for both successes and learnings; Track record of leading teams and developing talent with inclusive leadership; Proven success driving operational execution in complex, matrixed environments; Exceptional written and verbal communication skills, able to influence without authority at the VP and SVP level; Experience navigating cross-functional stakeholder environments involving Finance, Legal, HR, and Sales; High level of integrity, accountability, and professionalism, and a commitment to ServiceNow's core values; Bachelor's degree or equivalent experience required, MBA or advanced degree preferred