Senior Director Product Analytics

Company Description

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.

Join us to put AI to work for people.

Job Description

We are looking for a strategic, technically adept and savvy Sr. Director of Product Analytics (Usage &  Adoption) to build and scale our understanding of how users engage with, adopt and derive value from the ServiceNow AI Platform. This role will set the strategy and structure to execute multiple high-impact programs using product telemetry across the product and customer lifecycle – including governance, insights generation & activation and the development of data & AI products.   By enabling smarter product decisions, improving our

understanding of end-user experiences, and supporting business growth through data, this role will Elevate Product Usage across the enterprise.

Responsibilities

• Lead the measurement strategy for AI products – from usage to adoption to value realization; standardize measurement funnels and enable end to end measurement from token costs to token consumption
• Define the needs of telemetry governance and data quality across the ServiceNow product & platform portfolio
• Define and enforce enterprise-wide standards for event tracking, metadata management, and compliance
• Own the ‘single pane of glass’ for usage metrics and benchmarks across products and customer use cases/ segments
• Deliver insights, scorecards & reporting and analytics for Product Management, UX/UI, Engineering and Post-Sales teams
• Own product usage feature engineering for ML models and recommendation systems
• Deliver proactive and predictive insights to improve product adoption, growth and renewals
• Partner with business stakeholders and other analytics teams to evolve product usage metrics, connect to business outcomes (adoption, value, renewals, upsell, cross-sell), define and measure action plans
• Manage a team of Product Managers, Data Engineers, BI Developers and Data Scientists

Qualifications

To be successful in this role you have:

Requirements

• 15+ years of professional experience, with extensive experience in the B2C and/or B2B product domain in an analytics or insights leadership capacity
• Experience developing product usage, adoption and value measurement strategy and driving executive level alignment
• Hands-on experience developing product telemetry strategy and application to insights generation and action recommendation, AI/ML model development
• 7+ years of people management experience, leading or influencing technical teams, preferably with a global remit
• Ability to influence senior business executives and to translate between technical and nontechnical teams
• BA/BS, with preferred concentration in business or a quantitative field; Masters degree preferred but not required
• Demonstrated experience working cross-functionally with business and technical teams
• Passion for and experience in applying AI to business problems in the SaaS product domain
• Ability to manage multiple priorities in a matrixed and fast-paced environment, work collaboratively with cross-functional teams, and ensure high quality deliverables with high attention to detail
• Management/ Tech consulting experience a plus
• JV20
• For positions in this location, we offer a base pay of $254,500 - $445,400
• , 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, religion, sex, sexual orientation, national origin, age, disability, gender identity,  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 globaltalentss@servicenow.com 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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