Strategic Operations Manager

Overview

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 — Service Now 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.

CRM & Industry Workflows is one of Service Now's highest‑growth business units, responsible for reimagining how enterprises manage the entire customer lifecycle on a single AI‑powered platform. The team builds and scales products spanning Customer Service Management, Sales & Order Management, Field Service Management, and industry‑specific offerings. As Service Now challenges the traditional CRM category and expands its total addressable market, this business unit is at the center of the company's most ambitious growth bet—connecting front, middle, and back‑office operations in ways legacy CRM vendors cannot.

As Strategic Operations Manager, you will serve as a strategic and operational partner supporting senior product leadership. In this role, you will help define the business’s strategic priorities, drive operational excellence, and ensure the organization executes with agility, transparency, and measurable outcomes. This is a high‑visibility role that requires strategic thinking, analytical rigor, operational discipline, executive presence, and an ability to drive impact in a fast‑moving, matrixed environment.

• Drive business impact as a key advisor and thought partner to BU leadership.
• Inform key BU decisions through rigorous problem solving - from hypothesis development to data‑driven analysis to executive‑ready recommendations.
• Identify opportunities to improve operational efficiency and accelerate growth by leveraging quantitative and qualitative inputs: revenue, customers, costs, industry trends, roadmap.
• Lead data‑driven prioritization of resourcing and initiatives.
• Manage cross‑functional initiatives and programs.
• Own business reviews and planning activities, and support alignment between BU leaders and other stakeholders (C‑Level, other functions).
• 8+ years of relevant work experience (with 2+ years post‑MBA or equivalent higher degree preferred).
• Strong preference for experience in a top management consulting firm, private equity firm, investment bank, or strategy & operations at a technology company.
• Strong data analytics and problem‑solving skills (Power
  
  BI, Tableau, Excel). SQL is a plus.
• Effective written and oral communicator; comfortable in business and technical discussions.
• Track record of leading cross‑functional projects.
• Comfortable operating with ambiguity and driving to clarity without heavy direction.
• Collaborative team player who thrives in fast‑paced, high‑growth environments.

For positions in this location, we offer a base pay of $123,900-$216,800, 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.

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 Service Now employees depending on the nature of their work and their assigned work location. Learn more here (). To determine eligibility for a work persona,…