Leader, Operations - Customer & Partner Excellence

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's 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.

Company Background  

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We're growing fast, innovating faster, and making an impact on our customers' and employees' lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we're on the 2020 list of FORTUNE World's Most Admired Companies.® We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better. Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow. 

Job Description

The Team 

The Customer & Partner Excellence Team enables value realization for ServiceNow Customers & Partners via ServiceNow Impact; a first of its kind platform + customer success offering. Impact provides real-time insights on ServiceNow investments, and tailored guidance to accelerate business outcomes. We blur organizational boundaries across the Customer Organization to achieve unprecedented success, together.  

The Role 

As the Leader, Operations, you will work directly for the Sr. Director, Strategy, Planning & Operations, and partner closely with key stakeholders across the Customer Organization to drive the overarching rhythm of our business, achievement of our long range and yearly plan, and set the drumbeat for how the Customer & Partner Excellence Team manage and communicate our business goals. Key contributions will include; leading cross-business initiatives for C&PE to ensure alignment on objectives, enhancing transparency and discipline on business goals progress & challenges, maturation & scaling of business practices in partnership with sales, marketing, delivery & product teams. 

In this role, you will work on highly complex problems, gain insight into the strategic and operational issues, and establish relationships with team members across the Customer & Partner Excellence Team. 

Qualifications

To be successful in this role you will:

• Lead critical strategic projects; work cross functionally to structure problems, develop hypotheses, conduct analyses to turn data into meaningful insights, and drive solutions and actionable recommendations and results through a rigorous, data-driven process. 

• Collaborate with key stakeholders to define, shape and operationalize the execution of our yearly plan and showcase progress, risks and asks in Quarterly Business Reviews 

• Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution 

• Execute a proactive operational cadence to ensure the health of the business including forecasting, pipeline, business reviews, opex and other performance management activities. 

• Generate business insights through advanced analytics and data mining to facilitate fact-based decision making 

• Lead annual planning activit