Head of Products

Product Strategy & Governance Lead

About the Role:

The Product Strategy & Governance Lead will be the strategic connector between vision and execution, driving strategic alignment across three critical business units to deliver AI-powered customer experiences at scale.

Main Responsibilities:

• Drive strategic alignment across three critical business units, enabling ServiceNow to deliver AI-powered customer experiences at scale
• Demonstrate business acumen and executive presence to navigate complex organizational dynamics
• Establish governance models that enable speed without sacrificing quality and ensure every initiative delivers measurable impact on efficiency, productivity, and customer experience
• Serve as the strategic CCX Product Strategy liaison with executives across Customer Service and Support, Global Learning and Development, and Customer Excellence Group
• Build trusted advisor relationships with senior principals, providing strategic counsel on AI adoption, organizational change, and capability development
• Navigate organizational complexity to drive cross-functional alignment, working across product, engineering, customer success, operations, and business units
• Identify opportunities for efficiency gains, productivity improvements, and enhanced customer experiences through strategic AI deployment