Pricing Operations Manager

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

Service Now is seeking an exceptional Pricing Operations Manager to drive commercial readiness across the Service Now product portfolio. In this role, you will manage the end-to-end operational readiness of new commercial models and product, pricing setup for major releases and interim updates. This would include building a plan covering cross-functional teams and working with SMEs within teams to drive requirements gathering, acceptance testing, policy documentation, enablement, and launch.

You will partner closely with Pricing Strategy and Operations, Business Units, Digital Technologies Team, Order To Cash, Revenue and Finance teams to operationalize the commercial models and new product launches.

• Drive new commercial model initiatives from original concept through final implementation

• Develop detailed program/project execution plan, and manage some implementation processes including progress tracking, metrics, monitoring change control process, testing, enablement, release to production and post deployment support process

• Provide overall communication and work with all areas affected by the program/project including partners, business sponsors and vendors

• Organize Scrum rituals (Planning, Stand-ups, review, retrospective, etc.)

• Apply consistency and best practices through project initiation, planning, execution and closing phases, promoting outcomes and benefit tracking

• Recommend ways to evolve pricing frameworks, processes, and operations to improve decision quality, sales velocity, deal desk scalability, customer satisfaction, and customer success

• Drive business model and pricing process innovation to accelerate growth

• Help strengthen sales effectiveness and compliance with global pricing policies and pricing framework scalability

• Own pricing and portfolio review documentation, including keeping all policies current, accessible, and clearly communicated to all relevant stakeholders

• 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.

• 8+ years of hands‑on project management experience

• Experience managing multiple large programs/projects, in enterprise environments delivering business applications for one or more departments

• Experience guiding teams and provide technical solutions while mitigating or removing hurdles / obstacles

• Experience overcoming project crisis

• Proven experience in product release management and launching SaaS offers

• Strong program/project management skills & strong facilitation skills

• Leading diverse, high performing matrixed teams

• Highly analytical, fact driven, and process orientated mindset

• Ability to conduct meaningful analysis of complex data and translate the results into actionable messages and deliverables

• Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results

• Well‑versed in SaaS business processes and customer lifecycle.

• Ability to challenge the status quo and develop mindshare to drive towards a common goal

• Combination of strong intellect, exceptional active listening skills, and creative problem solving skills

• Excellent verbal & written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences

We approach our…