NPI Director- Operations Readiness

ServiceNow • San Diego, CA

2d

About The Position

The NPI Director - Operations Readiness is accountable for operational readiness across workflows and cross-functional strategic product and offer launches, helping accelerate go-to-market success. The role partners closely with Product Management, Monetization, Legal, Compliance, Revenue, Sales Operations, Deal Desk, and other operations teams to ensure new offerings can be transacted successfully.

This leader drives continuous improvement in operational readiness and develops a scalable operating model that delivers quality outcomes and accelerates sales and customer results. The position requires experience with go-to-market business processes, tools, and operations; leading cross-functional teams; and transforming processes to support the pace of product innovation. Experience supporting selling organizations through systems and processes is favorable.

The successful candidate is a results-driven leader across direct and matrixed teams, bringing strategic thought leadership, process excellence, operational rigor, and a record of delivering measurable improvements.

Requirements

• Experienced leader with both matrixed-team and people-management experience.
• Proven experience launching SaaS offers, with expertise in lead-to-cash, goal-to-commission, and idea-to-offer processes.
• Strong leadership and influencing skills, including the ability to collaborate cross-functionally, challenge the status quo, and build alignment around common goals.
• Ability to motivate others, foster collaboration and teamwork, and resolve conflict among diverse stakeholder groups.
• Strong program and project management skills and strong facilitation skills.
• People leadership experience and ability to build strong, diverse, high-performing teams.
• Highly analytical, fact-driven, and process-oriented mindset.
• Ability to analyze complex data and translate results into actionable messages and deliverables.
• Ability to manage multiple priorities and deliver results in a fast-paced, dynamic environment.
• Knowledge of SaaS business processes and the customer lifecycle.
• Strong intellect, active listening, and creative problem-solving skills.
• Excellent verbal and written communication skills, including the ability to synthesize information for executive audiences.

Nice To Haves

• Master’s degree in Business, Product Management, or Operations.
• Experience supporting selling organizations through systems and processes.

Responsibilities

• Lead NPI and go-to-market operational readiness, refining and optimizing processes for strategic products, including new business models.
• Influence and work cross-functionally to align functional plans, identify risks and issues, and manage them through resolution to ensure successful launches.
• Ensure comprehensive planning across sales and operations processes—including goal to commission, lead to cash, account planning, and deal lifecycle—and tools such as CPQ, CLM, and dashboards across sales roles.
• Define and manage leading and lagging KPIs for operational success.
• Identify and drive cross-functional action plans to improve processes and KPIs.
• Mobilize and lead initiatives, including digitization and automation projects.
• Develop, manage, and execute detailed project plans that account for requirements, constraints, resources, and deliverables.
• Drive projects from inception through completion, ensuring workstream deliverables are completed on time, within budget, and to quality standards.
• Conduct detailed analysis and provide data-driven recommendations to inform leadership decisions.
• Deliver progress updates to stakeholders and leadership.
• Apply a customer and partner lens across the customer journey to identify and execute opportunities to optimize NPI objectives.

Benefits

• Health plans
• Flexible spending accounts
• 401(k) plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs
• Equity, when applicable
• Variable/incentive compensation

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed