Senior Manager, PMO Excellence and Launch Operations

ServiceNow•San Francisco, CA

21h

About The Position

You thrive where structure meets speed. You can orchestrate 15 workstreams before lunch, spot a dependency risk before it becomes a fire, and still find time to build a smarter workflow using AI. If that sounds like your ideal Tuesday, keep reading. The Senior Manager, PMO Excellence and Launch Operations, partners with the Launch Office leadership team to establish launch-focused workflows and deliver seamless execution across ServiceNow's product launches and other ad hoc global marketing programs. This role brings deep PMO expertise to create structured execution models while orchestrating day-to-day coordination across 15+ concurrent workstreams — the kind of calm, precise execution that looks effortless from the outside and is anything but. This is a high-impact, high-visibility role reporting to the Chief of Staff and Head of Strategy and Operations for Product and Solutions Marketing (PSM), working directly with the SVP of PSM and PSM Leadership stakeholders, managing multi-million dollar program budgets, and enabling ServiceNow's most strategic market moments. If you're passionate about process, energized by building, and ready to bring your AI-native thinking to one of the most dynamic marketing organizations in enterprise tech — this is your moment.

Requirements

10-12 years marketing program management experience in B2B enterprise technology companies
Proven PMO experience building or establishing program management office infrastructure — creating structured execution models, standardizing workflows, and designing operating models in large matrix organizations
Product launch expertise managing Tier 1 product launches end-to-end with multiple concurrent workstreams in complex environments
Flagship event management coordinating large-scale marketing events, broadcasts, or major customer experiences with cross-functional teams
Large investment oversight managing marketing program budgets ($500K-$5M+) with financial tracking and accountability
Operational framework design — Creates structures that bring clarity to complexity; designs workflows, templates, and operating models that scale across programs
Program orchestration mastery — Coordinates 15+ concurrent workstreams with complex dependencies, competing priorities, and tight timelines requiring influence without authority
Matrix organization expertise — Thrives in environments requiring seamless collaboration across Marketing, Product, Sales, Communications, Field teams at all levels
Executive communication — Creates scannable, high-impact materials suitable for CMO and Marketing Leadership Team; distills operational complexity into strategic insights
Strong project management fundamentals — Rigorous timeline management, dependency tracking, risk mitigation, and deadline discipline
Stakeholder management excellence — Builds trust quickly, facilitates alignment, resolves conflicts diplomatically, maintains relationships under pressure
Expert in Microsoft Loop, PowerPoint, Excel for collaborative documentation and executive presentations
Strong project management tool proficiency (Workfront, Asana, Monday.com, Wrike, Smartsheet, or similar)
Experience building AI workflows in a program management office environment
Experience with budget tracking and financial management
Comfortable creating process diagrams, workflow visualizations, and executive dashboards
Ability to quickly learn ServiceNow internal systems and tools

Nice To Haves

Passion for process — Genuinely energized by establishing workflows and creating operational excellence; sees structure as an enabler, not a barrier
AI-native mindset — Demonstrates practical examples of using AI to automate workflows, scale program management activities, or improve efficiency; brings ideas for AI process development
Self-sufficient and high agency — Requires minimal direction; proactively identifies needs, designs solutions, drives to closure without hand-holding
Builder mentality — Energized by creating structure from scratch, establishing new operating models, and bringing clarity to ambiguity
Detail-oriented with strategic context — Balances rigorous execution tracking with understanding of how program success connects to business outcomes
Relentless follow-through — Treats program success as personal mission; maintains momentum across long execution cycles, follows through on commitments, escalates when blocked

Responsibilities

Design and implement standardized launch operating models and execution frameworks that scale across multiple programs
Develop reusable templates, checklists, and process documentation that scale across multiple programs
Own central source of truth systems for timelines, milestones, dependencies, risks, and status tracking
Create and maintain launch readiness assessment frameworks in close partnership with the Launch Office leader and program manager
Define decision rights, escalation paths, and approval workflows in partnership with the Launch Office leader
Build weekly operating rhythm models adaptable across different launches
Define handoff protocols between pre-launch, launch day, and post-launch phases
Orchestrate execution with the Launch Office across 15+ concurrent workstreams (Product and Solutions Marketing, Brand, Digital, Creative/Brand, Global Communications, Customer Marketing, Sales Enablement, Field Marketing, Partner Marketing, Strategic Events, Demand Generation and Analytics), ensuring all workstream activity ladders up to PSM's end-to-end launch strategy
Facilitate cross-workstream dependency management and alignment
Coordinate review and approval cycles for deliverables requiring multi-team input
Partner with workstream leads to develop execution plans aligned to overall program strategy
Ensure brand standards and messaging consistency across all program outputs
Support workstream charter development and R&R clarity
Surface blockers, dependencies, and decisions requiring Launch Office leadership resolution
Partner with the Launch Office leader to develop and deliver executive-ready milestone reports, status dashboards, and launch scorecards that provide clear visibility into program health for the Marketing Leadership Team (MLT) and CPO
Prepare weekly progress updates synthesizing status across all workstreams, translating operational detail into strategic insights for senior leadership
Advance standardized launch and release playbooks based on program learnings
Document best practices, structured execution models, and operational models for reuse
Identify opportunities to leverage AI for process automation, efficiency gains, and workflow optimization
Build continuous improvement mechanisms to refine launch capabilities over time
Partner with Launch Office leadership to evolve program maturity and operational excellence
Benchmark against industry best practices and introduce relevant innovations