Director, Customer Engagement Strategy & Operations, Moveworks from ServiceNow

This is a high-impact opportunity to work at the intersection of customer strategy, executive engagement, sales, and product insight within one of ServiceNow's most strategically important and high-growth business units. As Director, Customer Engagement Strategy & Operations, you will shape and execute the customer engagement strategy for the Moveworks from ServiceNow executive team, representing the executive team in their most strategic customer and partner interactions. This role reports to the Director, Customer Engagement Strategy, within the APEX organization, and requires five days per week in-office at the Moveworks from ServiceNow office in Mountain View, CA.

Responsibilities

Translate product, customer, and GTM priorities into an executive customer engagement strategy, and own the allocation of the executive team's customer-facing capacity; Partner with Sales, Business Development, and Product to identify and bring forward high-impact customer and partner opportunities that drive new business; Anticipate emerging needs, surface gaps and risks early, and build scalable approaches to customer engagement; Represent the executive team's position, intent, and commitments to account teams, and prepare talk tracks, strategic context, stakeholder mapping, and industry intelligence for high-stakes meetings; Carry yourself with poise and credibility in customer and partner meetings, and drive follow-through across teams; Craft executive narratives that bridge product strategy to customer priorities; Steward key technology partnerships and strategic alliances; Synthesize patterns across customer and partner engagements into clear recommendations for senior executives, and partner with Product and GTM Principals on roadmap, positioning, and go-to-market choices; Establish and run the operating rhythm and AI-enabled workflows that keep strategic engagement prioritized, prepared, and translated into action; Act as the strategic quarterback for complex customer needs and critical account escalations, mobilizing teams across Moveworks and ServiceNow, removing blockers, and judging when executive intervention is required; Decide when executive input is not needed, and bring forward those that do with a clear point of view and the tradeoffs worked through

Requirements

10+ years in management consulting, product, sales, strategy and operations in a technology company, or similar functions; Prior experience in AI or SaaS preferred; A track record of earning the trust of senior executives and speaking and acting on their behalf with credibility, judgment, and discretion; Incredible executive presence, poise under pressure, ability to manage a very high volume of requests and prioritize, make strategic decisions on behalf of senior executives and explain them in a structured manner; Ability to deliver the company talk track, and speak on behalf of senior executives when they are not in the room; Comfort navigating escalations independently; Executive presence with outstanding verbal and written communication, equally fluent presenting to a C-suite audience and crafting a tight strategic narrative; Proven operator in high-stakes, cross-functional environments, able to build consensus among senior stakeholders and drive results; Product fluency in AI and enterprise SaaS, able to connect technical capabilities to customer outcomes; AI native, fluent with AI tools for research, synthesis, communication, and workflow automation; Exceptional judgment in ambiguity, comfortable operating at speed with high visibility, and clear on when to act on your own and when to escalate; Based in or willing to relocate to the San Francisco Bay Area, five days per week in-office in Mountain View, CA, and present when key Principals are in the office

Nice to have

Prior experience in AI or SaaS; Experience with enterprise AI platforms (for example, ServiceNow, Moveworks); ServiceNow product knowledge experience

Benefits

Equity (when applicable); Variable/incentive compensation; Health plans, including flexible spending accounts; 401(k) Plan with company match; ESPP; Matching donations; Flexible time away plan; Family leave programs