Senior Director, Strategic Operations - Customer Outcomes

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

The Team 

The ServiceNow Customer Success Organization (CSO) —which includes Customer Outcomes (Services sales and Expert Services delivery), Customer Excellence (home to our Impact BU), Impact Delivery, Product Success, and our Global Education organization (including RiseUp!)—is focused on getting our customers to value across the end-to-end customer journey. As a critical member of the Customer Outcomes leadership team, this role will work alongside the SVP, Customer Outcomes  

What you get to do in this role:

As Senior Director, Strategic Operations, you will have oversight for the operations across the Customer Outcomes organization, driving operational excellence to help the organization realize its objectives. This role works extensively with leaders from both business and sales backgrounds; the ideal candidate will be able to clearly communicate opportunities, ideas, concepts, surface issues, both verbally and in writing, someone who can drive process creation, implementation, and changes with our business partners.

You will be expected to be a collaborative player/coach- rolling up your sleeves to get work done while also structuring workstreams and providing guidance to others. In this role you will work on highly complex problems and help senior leaders and the executive team to organize, prioritize and implement their strategic agenda.

• Ensure consistency on overall strategic goals, standards, objectives and key results, and metrics for each planning cycle
• Drive execution of cross functional projects and programs
• Establish and drive transparency for leadership to regularly monitor operational and delivery metrics
• Drive connectivity and accountability across teams to meet agreed upon objectives and complete agreed upon action items
• Enable alignment for organizational portfolio, process, and visibility in alignment with other functions across product teams
• Maintain visibility across the leadership team for day-to-day Business Operations execution; drive rhythm of business, enable financial planning and investments, support communication strategies etc.
• Monitor and react to performance, accountable for issue identification and resolution in support of organizational goals
• Partner closely with both x-CSO Strat Ops team on GTM Strategy and GTM Ops to analyze business performance
• Create sales plays/initiatives in support of the GTM Strategy to ensure sales execution
• Change Leadership to guide the organization through change including process enablement
• Run/facilitate orgs’ and teams’ offsite / deep-dive gatherings with a focus on intra/inter-team collaboration and objective setting
• Own the headcount process for the organizations and collaborate with finance on headcount process
• Key partner to HRBP on org health development
• Provide support for org/team All Hands meetings + facilitate org’s Leadership team meetings

 

In this role, you will work on highly complex problems, gain insight into the strategic and operational issues which are forefront in the minds of the lea