Sr. Operations Manager - NPI, Field Readiness

Senior Operations Manager For New Product Introduction (NPI) And GTM Readiness

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.

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.

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 this location, we offer a base pay of $137,500 - $240,700, plus equity (when applicable), variable / incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.

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