Business Operations Manager - Customer Excellence Group (CEG)

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
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 fun-embedding 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 AI's potential impact on the function or industry.
• Extensive experience in business operations, strategy, or program management-ideally 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 acumen-experience 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 [email protected] 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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