Strategic Operations, Senior Manager

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.

About the team:

The Connected Customer Experience (CCx) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with Service Now.

CCxspans support, learning, and success experiences, built on the Service

NowAI Platform.

About the role:

The Strategic Operations, Senior Manager is a senior individual contributor responsible for owning the operational backbone of theCCxorganization. This role partners closely with the SVP ofCCxand the Chief of Staff to translate strategy into executable plans, manage financial and headcount operations,drive organizational alignment and engagement,and provide clear, data-driven insights and recommendations that enable confident executive decision-making.

This role is ideal for a highly autonomous and structured operator with strong judgment, a point of view on operational excellence, and the ability to influence senior leaders through clarity, rigor, and trust in a complex, matrixed organization.

The ideal candidate understands that operational excellence extends beyond financial and program management to encompass how alargedistributedorganization communicates, aligns, andmaintainsorganizational health.

Key Responsibilities:

Budget Management and Operating Model

• Ownthe
  
  CCxbudget(~$50M) in close partnership with Finance.
• Manage the headcount operating model, including tracking, forecasting, and change execution
• Own vendor and contractor operations, including SOWs, renewals, scope changes, and performance management.
• Own the annual planning process forCCx, including timelines, inputs, dependencies, and outputs.
• Drive monthly and quarterly execution against approved plans, proactively managing changes and tradeoffs and surfacing decision points with clear options and implications.
• Own the internal communications operating rhythm (cadence, forums, inputs, sequencing) forCCx— including all-hands, leadership syncs, and change communications — in partnership with the Chief of Staff and SVP.
• Continuously evolve theCCxoperating model to improve execution, decision velocity, and transparency.

Data, Metrics & Transparency

• OwnCCxoperational data and dashboards, ensuring accuracy, consistency, and executive usabilityto track organizational health and progressagainst goals.
• Partner with Finance and cross-functional teams tomaintaina high bar for financial accuracy and transparency.
• Own the definition, alignment, and ongoing tracking ofCCxOKRs, ensuring clear linkage between strategic priorities, execution plans, and measurable outcomes.
• Translate complex programs, financial data, and operational issues intoconcise, decision-oriented materials for senior leadership.
• Developexecutive-ready decks, documents, and written narratives that clearly communicate status, insights, risks, and recommendations,maintaininga high bar for clarity, structure, and point of view in all executive communications.

Cross-Functional Alignment

• Act as the operational point of contact forcross-functional partners supporting
  
  CCx, building strong, trusted relationships with leaders across
  
  Digital Technology, Customer Success,Support,and Financeto drive alignment,surface tradeoffs, andenabletimelydecision-making and execution.
• Influence cross-functional leaders through a strong POV onhow work gets done, notjust what gets done.
• Ensure alignment between strategy, execution, and resource allocationby clarifying cross-functional roles, decision rights, and operating interfaces.
• Represent
  
  CCxin cross-functional forums to remove execution blockers and align on operational…