Business Process Director (San Diego)

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.

What you get to do in this role:

• Define and integrate GTM business capabilities, associated processes and metrics across CSG

• Build a 2 to 3-year capability roadmap for CSG

• Work closely with enterprise and IT architecture teams to provide alignment with CSG architecture direction

• In partnership with business stakeholders, build, analyze and transform operating processes across CSG and the enterprise

• Develop and evaluate metrics to measure process improvement outcomes and their alignment with strategic program objectives

• Collaborate with Program Managers and Change Management leaders to align activities and conduct change impact analysis

• Provide business architectural analysis, insights and best practices to portfolio prioritization recommendations

• Drive growth mindset and continuous improvement by training yourself and business process managers/analysts within CSG

• Provide input to the enterprise-wide policies and capabilities roadmap and continuously iterate/maintain for CSG

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.

• Minimum 10 years of professional experience in business capabilities and process management, specifically in Sales, Channel, Customer Success or Professional Services

• Direct experience leading and transforming end-to-end process improvement; designing processes and defining metrics across GTM functions

• Deep knowledge of and experience designing and building Sales, Channel, Professional Services and/or Customer Success operating processes across the enterprise

• Demonstrated expertise in defining and analyzing performance metrics leveraging process design best practices

• Minimum of seven years of experience in enterprise software/SaaS or related industry with a broad understanding of its business priorities and nuances

• Proven expertise in architectural concepts (data, architecture, and solution), issues and trends

• Superior communication and collaboration skills with the ability to communicate effectively at all levels of the organization; inclusive of written and verbal communications as well as visualizations

• Six Sigma expertise is highly desirable

• Experience training employees on business process standardization practices is preferred

For positions in this location, we offer a base pay of $162,800 - $284,900, 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.

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.

From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.