Sr. Operations Manager – NPI, Field Readiness

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 is experiencing tremendous growth with the market acceptance of our cloud-based workflow management products, apps, and industry solutions and we are transforming our Enterprise NPI operating model to support our speed of innovation.  

The Senior Operations Manager for New Product Introduction (NPI) and GTM Readiness is responsible for executing on readiness strategy for cross-functional, strategic product launches and accelerating GTM success.    The role will be instrumental in driving the execution plan for the NPI GTM strategy and coordinating across sales roles to ensure a comprehensive GTM activation plan for innovation launching into market.  In addition, this role will drive scaled operating model to deliver quality sales assets & enablement that accelerate sales and customer outcomes. The ideal candidate has a proven track record of GTM sales processes and operations, program execution, and supporting field sales and support functions to identify opportunities for efficiency and drive results.  In addition, the selected candidate has demonstrated operational rigor and continuous delivery of improvements with measurable impact. 

    
What you get to do in this role: 

• Execute and oversee launch activities for Sales, refining & optimizing processes for strategic products, including new business models 
• Work cross-functionally to execute and influence functional plans, identifying, and actively managing risks and issues to resolution to ensure successful launch 
• Ensuring comprehensive planning, across sales processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles 
• Design, socialize & manage KPI’s (leading, lagging indicators) for sales success 
• Manage and drive a variety of initiatives across the NPI transformation portfolio, including digitization and automation projects 
• Develop, manage and execute detailed project plans that consider all requirements, constraints, resources, and deliverables associated with the defined objectives 
• Drive projects from inception to completion, ensuring all workstream deliverables are completed on time, on budget, and with quality 
• Conduct thorough and detailed analysis to produce data driven recommendations to enable leadership decisions 
• Contribute to scorecard and reporting for GTM leadership and executive teams. 
• Consider the customer / partner perspective across the customer journey to identify and execute optimization opportunities to improve NPI objectives.  

Qualifications

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 7 years of experience working in the technology industry with proven delivery of digital transformation projects.  
• Demonstrated experience operating within a matrixed organization with a strong focus on enabling business capabilities through partnership and collaboration.  
• Proven experience in supporting Sales and Operations functions  
• Strong program/project management skills & strong facilitation skills 
• Highly analytical, fact driven, and process-oriented mindset 
• Ability to conduct meaningful analysis of complex data and translate the results into actionable messages and deliverables 
• Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results on tight timelines 
• Well-versed in SaaS business processes and customer lifecycle.   
• Ability to challenge the status quo and develop mindshare to drive towards a common goal 
• Combination of strong intellect, exceptional active listening skills, and creative problem-solving skills 
• Excellent verbal & written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences 

For positions in