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Director, Chief of Staff- Connected Customer Experience (CCX)

Element AI

People & HR, Operations, Customer Service

Santa Clara, CA, USA

USD 189,100-331k / year + Equity

Posted on Oct 17, 2025

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Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

The Chief of Staff (CoS), reporting to the Senior Director of Product Strategy, Operations, and Excellence, serves as a trusted partner to the SVP of Connected Customer Experience (CCX) — playing a pivotal role in driving focus, alignment, and execution across one of ServiceNow’s most strategic organizations.

This role is designed for a proactive, relationship-driven leader who can connect strategy to execution and turn ideas into measurable impact. The CoS will help the SVP and leadership team stay focused on the highest priorities — accelerating decision-making, improving operational efficiency, and ensuring clear communication across CCX and Digital Technology (DT).

The ideal candidate is both a strategic thinker and an operational executor, capable of navigating complexity, building trust across executive stakeholders, and driving results through influence rather than authority.
Exciting things you get to do in this role:
Serve as a strategic and operational partner to the SVP of CCX — helping translate vision into execution, aligning priorities, and ensuring the leadership team stays focused on what matters most.
Drive organizational effectiveness and execution — lead the planning, rhythms, and coordination that power CCX, including leadership meetings, QBRs, portfolio reviews, and cross-functional updates.
Align and accelerate transformation initiatives — partner closely with Product Strategy, OneX, AI Transformation, and Customer Experience Operations to connect programs, eliminate friction, and track outcomes.
Lead and evolve internal communications — partner with Communications, HR, and Change Management to ensure transparent, timely updates that build trust, reinforce priorities, and strengthen organizational culture.
Support resource and investment planning — collaborate with Finance and Product Operations on headcount, funding scenarios, and investment trade-offs to optimize strategic outcomes and agility.
Represent CCX in cross-organizational forums — work with peer Chiefs of Staff, DT Strategy, and GTM leaders to align messaging, deliverables, and engagement with corporate priorities.
Foster a high-performance, values-driven culture — promote belonging, collaboration, and accountability across teams, ensuring that ServiceNow’s values are reflected in every action and communication.

Qualifications

To be successful in this role you have:

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
10+ years of experience in a Chief of Staff, Strategy, or Operations leadership role within a high-growth, technology-driven organization.
Demonstrated ability to partner directly with executives, balancing strategic support and operational execution.
Proven success driving organizational alignment, performance tracking, and operating rhythms across product, engineering, or customer experience teams.
Strong business and financial acumen, including comfort with P&L insight, investment modeling, and data-driven storytelling.
Excellent communication and executive presentation skills, with a focus on clarity, brevity, and influence.
Deep experience building and maintaining trusted cross-functional relationships across senior leaders, product organizations, and operational teams.
A growth-oriented, collaborative mindset — with the ability to create structure, anticipate needs, and simplify complex challenges.
A passion for making strategy actionable, connecting people and priorities to deliver measurable impact for customers, employees, and the business.

For positions in this location, we offer a base pay of $189,100 - $331,000, 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.

Additional Information

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

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.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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