Director, Sales Operations – Field Business Operations (FBO)

ServiceNow•San Diego, CA

15h•Hybrid

About The Position

ServiceNow, founded in San Diego in 2004, is a global market leader in AI-enhanced technology, serving over 8,100 customers, including 85% of the Fortune 500®. The company's intelligent cloud-based platform connects people, systems, and processes to enable smarter, faster, and better ways of working. This role seeks a proven and experienced Sales Planning and Operations leader to partner with the VP of AMS Sales Operations to set strategy, plan, and operate the business. The Director will lead the Field Business Operations (FBO) team, focusing on driving operational rigor, forecast excellence, and execution across the AMS business. The ideal candidate will act as a strategic advisor to senior sales leadership, with a strong background in building and scaling planning and operational capabilities in a high-growth environment. This leader will also be crucial in aligning the broader AMS Sales Operations organization and ensuring effective day-to-day business operations.

Requirements

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
10+ years of experience in Sales Strategy, Sales Operations, or Business Operations
5+ years of people management experience, with a proven track record of leading and developing high-performing teams
Strong business acumen with deep knowledge of sales processes, forecasting, and GTM strategy
Demonstrated ability to operate as a strategic partner to senior leadership while driving tactical execution
Excellent structured problem-solving and analytical skills; able to frame complex business problems and drive actionable solutions
Proven ability to influence and build trust across all levels of the organization
Exceptional communication skills with experience presenting to executive audiences
Experience leading large-scale, cross-functional initiatives in a matrixed environment
Strong operational mindset with the ability to build scalable processes and drive discipline
High level of ownership, accountability, and a “win as a team” mindset

Nice To Haves

MBA or advanced degree preferred

Responsibilities

Partner directly with the AMS COO and leadership team to translate strategy into actionable plans, serving as a trusted advisor through data-driven insights on business trends, pipeline health, and market dynamics
Lead, develop, and scale the Field Business Operations (FBO) team across multiple Major Areas, driving consistent operating standards, strong execution discipline, and a culture of accountability
Establish and run a proactive operating cadence including forecast calls, pipeline reviews, and executive business reviews to ensure visibility, alignment, and business health
Drive performance against key metrics including linearity, conversion, and pipeline health by enforcing rigorous inspection, accelerating deal progression, and strengthening pipeline to improve overall velocity and outcomes
Identify risks and opportunities within the business and lead proactive action planning to accelerate performance and mitigate gaps
Act as a central point of coordination across AMS Sales Operations and cross-functional partners including Sales, GTM Strategy, Finance, Marketing, and Operations to ensure alignment and successful execution of priorities
Support the VP of Sales Operations in running the business by leading key forums, mentoring team members, driving critical initiatives, and providing leadership coverage when needed
Help shape and evolve the Sales Operations operating model, driving consistency, scalability, and elevated execution standards across teams
Lead high-priority, cross-functional initiatives that require structure, coordination, and executive visibility, ensuring timely and effective delivery
Partner closely with the Commissions team to manage and resolve escalations related to crediting, quota alignment, and planning decisions, ensuring fair and consistent outcomes aligned with policy and business objectives
Collaborate with Planning and Analytics leadership on annual and in-year planning activities including org design, headcount planning, territory design, quota setting, and coverage models
Synthesize complex data into clear insights and executive-level presentations that inform GTM strategy, influence decisions, and drive action
Champion initiatives that improve sales productivity and enable the business to scale efficiently