Director, Research Operations

Website ServiceNow

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we’re proud to be one of FORTUNE 100 Best Companies to Work For® and World’s Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

We are seeking a Director for our Research Operations team to grow, optimize, and maintain operational practices for our UX Research and Insights (UXRI) Organization – a team of 100+ UX and Product Researchers. You will be joining rapidly scaling global Experience Team (EX) of over 750 UX Professionals (Research, Design, Product Content, and Ops) working to create product experiences that users love. You will lead a team of Research Operations Specialists, and collaborate with cross-functional leadership in Design, Product Management and Engineering to ensure that our researchers are enabled to deliver impactful work that shapes our product portfolio. Success in this role will require not only empathy and understanding of how researchers work but also a deep understanding of how cross-functional collaboration in the enterprise is crucial to both delivery success and end-user outcomes. Our commitment to research and development is a key driver of our success, and we are seeking a dynamic and experienced professional to join our team as the Director of Research Operations.

Key Responsibilities:
• Build and develop a high performing team of ReOps specialists and managers, acting as a mentor and manager to develop a strong culture of connection, collaboration, and innovation.
• Advance our Research Operations practice using a user-centric approach in critical areas such as customer and partner engagement, data integrity and oversight, enablement and execution, talent and culture, and forecasting and research strategy for a rapidly scaling team and business.
• Drive a content program (e.g., webinars, newsletters) for sharing curated research insights back with customers and partners who participate in research initiatives.
• Partner closely with internal and cross-functional leadership in Product, StratOps, EX, Sales, Marketing, and Engineering to influence operational strategy and determine key initiatives that align with the company’s business priorities.
• Implement best practices in project planning, resource allocation, and risk management to deliver high impact initiatives that increase the efficiency, effectiveness, and visibility of our UXRI Organization.
• Efficiently allocate resources, including budget, personnel, and technology, to maximize the impact of research operations efforts.
• Identify opportunities for cost savings and continuous process improvements without compromising quality.
• Communicate effectively with stakeholders, providing regular updates on the progress of research operations initiatives.
• Establish key metrics to monitor OKRs, guide decision making, and ensure the highest standards.


What you need to be successful in this role: 

Basic Qualifications:
• Bachelor’s Degree (or equivalent experience)
• At least 7+ years of experience in research operations, at an enterprise software (or similar) company, building and scaling operational capacity for a research function
• At least 5+ years of experience managing teams and mentoring individuals
• Experience building a panel of end user research participants for in an enterprise (B2B, E2E) company

Preferred Qualifications:
• Preferred advanced degree (or equivalent experience) in relevant field such as Computer Science, Business Administration, Psychology, or related discipline
• Strong background in enterprise software
• Understanding of UX research methodologies: user interviews, surveys and questionnaires, persona creation, usability testing, heuristic evaluation, etc.
• Exceptional people and talent skills, with an inspirational leadership style that motivates the team and connects their work to positive impact
• Ability to think strategically and align research operations with the company’s business strategy
• Strong executive presence, able to evangelize the value of research, present strategic vision, influence stakeholders, and serve as an ambassador of the ServiceNow brand to external audiences
• Robust analytical skills to interpret data and derive actionable insights that guide business strategy
• Experience leading with a hybrid (in-office and remote), distributed, global team, and finding creative ways to bring the team together to drive collaboration, relationship building and a strong culture
• Experience in creating and executing new and innovative research programs, strategies and approaches that help the team scale and have greater impact
• Ability to adapt to change and effectively manage through transitions and competing priorities


For positions in California (outside of the Bay Area), we offer a base pay of $163,000 – $285,200, 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 (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

From Fortune. © 2022 Fortune Media IP Limited All rights reserved. Used under license.

Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.