Strategic Operations Manager

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 — 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 lifecycleona single AI-powered platform. The team builds and scales products spanning Customer Service Management, Sales & Order Management, Field Service Management, and industry-specificofferings. As Service Now challenges the traditional CRM category and expands its total addressable market, this business unitis 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,analyticalrigor, 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 todata-driven analysis to executive-ready recommendations.
• Identify opportunities to improve operational efficiency and accelerate growthbyleveragingquantitative and qualitativeinputs: revenue, customers,costs,industry trends,roadmap.
• Leaddata-drivenprioritization ofresourcing and initiatives.
• Managecross-functional initiatives and programs.
• Ownbusiness reviews and planning activities, and support alignment between BU leaders andother 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 equityfirm, 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 oralcommunicator; comfortable in business and technical discussions.
• Track recordof 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 $137,700 - $241,000, 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…