Senior Associate, Program Operational Excellence – Elevate

Company Description

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.

Job Description

ServiceNow makes work, work better for people. Our cloud-based enterprise platform and products streamline and simplify how work gets done. 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™. 

The Strategic Customer Engagements (Elevate) team focuses on driving high-impact strategies that support ServiceNow’s long-term revenue growth through larger and more complex transactions. The Complex Deal Strategies & Development team this role would be supporting works upstream from the sales cycle—shaping and qualifying strategic opportunities, codifying repeatable pursuit motions, and aligning cross-functional teams to accelerate our largest deals. 

One of our key focus areas is a strategic enterprise AI customer program, aimed at identifying and scaling AI-led pursuit plays across our most strategic global customers. 

As a Senior Associate, Program Operational Excellence – Elevate you will help operationalize and scale repeatable deal development motions, including leverage motions like Now Next AI GTM. You will manage the intake, triage, and tracking of strategic pursuits, oversee execution cadence, and support the development of reusable tools, templates, and playbooks. This role offers high visibility and cross-functional collaboration across Sales, Industry, Value, Product, Engineering and Executive Customer Advocacy teams. 

This is an ideal opportunity for a high-performing early-career professional looking to apply strategic thinking, program rigor, and operational excellence to large deal development in a high-growth technology environment. 

Priorities & Responsibilities 

Operationalize Strategic Pursuit Motions 

• Enable intake, triage, and qualification of early-stage strategic large deal opportunities across priority accounts for Now Next AI 

• Manage a portfolio of Enterprise AI-led pursuits, maintaining visibility into status, progression, and execution milestones. 

• Drive alignment with Elevate leadership, Field Sales, Product, Engineering and other cross-functional teams to ensure readiness and next steps. 

• Support account teams through customer pitches and manage engagement processes 

Build Scalable Infrastructure, Playbooks, and Reporting 

• Develop and maintain standardized templates, tools, and frameworks to support Now Next AI program 

• Capture and distill best practices from active engagements into reusable assets and playbooks for other deal development motions 

• Continuously refine internal processes to improve velocity, clarity, and execution quality across strategic motions. 

• Parter with cross-functional teams to build valuable dashboards to automate tracking 

Enable Cross-Functional Collaboration 

• Collaborate with Executive Customer Advocate teams to prioritize co-innovation efforts with top-tier customers 

• Partner with Product leaders to ensure use case feasibility and roadmap alignment 

• Deliver clear reporting and strategic insights through executive readouts and leadership briefings 

Qualifications

• 3–5 years of experience in strategy consulting, enterprise SaaS go-to-market, sales/sales operations, or strategic program management, ideally with exposure to software, corporate strategy, or business development. 

• 2-3+ years Sales experience in a direct quota carrying role a plus 

• Bachelor’s or Master’s degree in Business, Engineering, IT, or a related discipline. 

• Strong business acumen and problem-solving skills; able to translate customer priorities into actionable commercial strategies. 

• Exceptional communication skills—capable of delivering concise executive summaries, slides, and stakeholder updates. 

• Proficient in Excel, PowerPoint, and common SaaS tools; experience with dashboards or reporting tools is a plus. 

• Demonstrated abili