Senior Manager, PMO Excellence and Launch Operations

ServiceNow•San Francisco, CA

9h•$165,500 - $289,600•Hybrid

About The Position

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. 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. This role requires AI-native thinking to drive innovation in a dynamic marketing organization.

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.