Strategic Operations Manager – Product Excellence

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

Role Summary 

As the Strategic Operations Manager – Product Excellence, you will lead analytics, reporting, and strategic projects. You will partner with the Product Excellence Leadership Team, STEP, and CEG Ops to drive data-driven decision-making, OKR alignment, and business rhythm reporting. This role requires strong analytical skills, operational discipline, and the ability to translate complex data into actionable insights while managing projects end-to-end. 

You will serve as a trusted advisor to the Product Excellence Leadership Team and a respected partner to cross-functional stakeholders across product, sales, marketing, finance, and customer success. Supporting both operational and strategic aspects, you will solve complex business problems, leverage data, and drive results to accelerate impact. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company. 

What You Get to Do in This Role: 

• Lead reporting for PEx, including performance tracking, monthly business reviews, and executive readouts 
• Structure complex business problems, develop hypotheses, perform analyses, and deliver insights and recommendations through high-quality presentations and storytelling 
• For strategic initiatives, align stakeholders across functions, including senior and executive leadership, to drive clarity and collaboration across the organization 

Business Insights & Execution 

• Monitor, analyze report on OKRs and other key Product Excellence metrics  
• Prepare forward-looking business insights, materials, and recommendations to support leadership meetings, QBRs, and planning engagements 
• Design and manage scorecards and KPIs; ensure alignment with corporate targets and cascading goals 

Strategic Initiatives 

•  Manage strategic projects end-to-end; create workback plans, manage XFN teams, report updates to executives, set resulting metrics
• Serve as an operational thought leader who brings clarity to ambiguity and accelerates decision-making 

Qualifications

Our ideal candidate:

• 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 
• Proven experience managing analytics, reporting, business operations or strategy within a SaaS or enterprise technology organization 
• Strong analytical and problem-solving skills; ability to synthesize data into strategic insights and recommendations 
• Expertise in dashboard creation and performance reporting (e.g., CSP, Tableau, Power BI, or equivalent) 
• Experience with OKR governance, performance tracking, and business rhythm reporting (MBR, QBR, QPR) 
• Excellent communication, stakeholder management, and data storytelling skills, with a focus on executive-level visibility 
• High attention to detail, strong organizational discipline, and ability to manage multiple priorities in a fast-paced environment 
• Demonstrated success collaborating cross-functionally  

Additional preferred qualifications: 

• Experience: 7+ years of experience in analytics, business operations, performance management roles or strategy roles. Experience within SaaS, enterprise software, or professional services organizations
• Analytical skills: Top-tier data analysis, financial modeling, and problem-solving abilities. Advanced Excel skills. Proficiency with tools like Power BI, and Tableau is a plus
• Strategic mindset: An ability to understand key business drivers, structure ambiguous problems, and develop actionable strategies 
• Communication: Exceptional verbal, written, and presentation skills for influencing senior leaders and cross-functional teams. Executive presence with the ability to engage and influence leaders across the enterprise 
• Collaboration: A demonstrated ability to work effectively in a highly matrixed environment and part