Business Operations Manager - Customer Excellence Group (CEG)

At ServiceNow we drive operational excellence through data-driven insights strategic planning and exceptional cross-functional execution. As a Business Operations leader supporting a Major Area you will partner closely with VP and AVP-level stakeholders to accelerate business outcomes shape strategy and operationalize performance across the organization. 

What you get to do in this role: 

Strategic Partnership & Performance Enablement 

• Act as a trusted advisor to Major Area VPs and AVPs delivering data-driven insights and operational guidance that inform business strategy and execution. 
• Lead and own business performance reviews translating data into actionable recommendations to drive GRR NRR and product adoption improvements. 
• Design and manage scorecards and KPIs across all levels in the Major Area; ensure alignment with corporate targets and cascading goals. 

Business Insights & Execution 

• Monitor and analyze GRR NRR and adoption trends to identify opportunities and risks; proactively develop remediation plans with cross-functional partners. 
• Develop and lead execution of get-well plans for underperforming or at-risk customers ensuring accountability and measurable outcomes. 
• Drive headcount and budget planning in partnership with Finance ensuring alignment with strategic priorities and operational needs. 
• Prepare forward-looking business insights materials and recommendations to support customer meetings QBRs and planning engagements. 

Operational Planning & Governance 

• Manage the cadence and consistency of Priority QBR deliverables and reporting ensuring clarity and alignment across all stakeholders. 
• Organize and facilitate strategic planning sessions and operational reviews to align on goals progress and next steps. 
• Serve as an operational thought leader who brings clarity to ambiguity and accelerates decision-making. 

Communications & Culture Enablement 

• Lead internal communications for the Major Area reinforcing strategic priorities culture and executive visibility. 
• Deliver compelling All Hands materials newsletters and internal posts that inform engage and inspire. 
• Curate and amplify authentic social/digital content to strengthen culture and recognition across teams. 
• Scope and support VP-level participation in internal events ensuring alignment with key narratives and business messaging. 
• Foster a culture of continuous improvement innovation and funembedding operational excellence in everything we do. 

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 AIs potential impact on the function or industry.
• Extensive experience in business operations strategy or program managementideally in a SaaS consulting or professional services environment. 
• Demonstrated ability to partner with senior executives to drive alignment and deliver results. 
• Proven track record leading cross-functional initiatives with complex stakeholder landscapes and measurable impact. 
• Strong financial acumenexperience managing headcount budgeting and business modeling. 
• Mastery in data storytelling and KPI development; ability to synthesize complexity and communicate with executive presence. 
• Experience driving internal communications strategy and execution to enable alignment engagement and change. 
• Familiarity with AI-powered tools and thinking with an aptitude for integrating automation and intelligence into workflows. 
• A proactive mindset bias for action and ability to thrive in a matrixed fast-paced environment. 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

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 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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