Senior Manager, Strategy & Operations — Moveworks

ServiceNow•Mountain View, CA

14h•Hybrid

About The Position

The Sr. Manager of Strategy & Operations will play a critical role in shaping the business strategy and operational engine of the Moveworks Business Unit within ServiceNow. This is a high-impact, high-visibility position that allows you to partner with senior BU principals to define priorities, drive cross-functional initiatives, and build the systems and processes required to scale. You will own and drive strategic initiatives across primary BU functions like Product and R&D, Customer Success, and Professional Services. You will operate at the intersection of strategy, operations, go-to-market, and data—helping translate vision into execution and measurable business outcomes. This role is ideal for a strategic operator who thrives in ambiguity, brings analytical rigor, and enjoys building scalable frameworks in fast-moving environments.

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.
8+ Years of Relevant Experience: Including at least 2 years in management consulting, finance, strategy and operations in a technology company, or similar fields. Prior experience in AI or enterprise technology preferred.
Cross-functional initiative ownership: Demonstrated ability to run complex, multi-stakeholder programs across product, engineering, customer success, professional services, or partnerships functions. You've driven outcomes in matrixed environments where you don't own the resources.
Customer Success or Services fluency: Exposure to CS operations, professional services delivery, or partner-led service models. You understand how post-sale motions work and what it takes to scale them.
Strong data analytics and problem-solving skills: Proficiency in PowerBI, Tableau, or Excel. SQL is a plus.
Strategic and Analytical Mindset: Ability to establish guiding propositions, dig deep into data, and iterate quickly to deliver results.
Outcome Orientation: Proven track record of being scrappy and resourceful to achieve desired outcomes.
High-agency operator: Takes ownership, removes blockers independently, and drives results without waiting for direction.
Effective communicator who can flex up and down: Equally effective presenting to VP+ leadership as they are connecting with Product and CS team members on the front lines.
Adaptability and Experimentation: Ability to pivot as necessary, taking an experimental approach to new problems, refining methods, and learning from results. Comfortable operating with ambiguity and driving to clarity without heavy direction.
Hands-On Execution: Willingness to roll up your sleeves and lead the charge in building initial versions of new initiatives, setting the stage for scalable growth.
Collaborative team player: Thrives in fast-paced, high-growth environments.
This is a high-visibility role that requires strategic thinking, analytical rigor, operational discipline, executive presence, and an ability to drive impact in a fast-moving, matrixed environment.

Responsibilities

Serve as a trusted strategic and operational partner to Moveworks BU principals, supporting priority setting, recommendations, and execution
Drive cross-BU product and R&D initiatives with ServiceNow business units—aligning roadmap timelines, driving adoption of Moveworks as the platform for developing conversational agents across all BUs, coordinating joint development efforts, and ensuring Moveworks capabilities are tightly integrated into ServiceNow's broader platform strategy
Lead strategic initiatives to scale the Customer Success motion, including developing staffing and capacity models, monitoring and optimizing the hiring funnel, and driving GRR analysis and mitigation strategies in partnership with CS leadership
Partner with Professional Services Operations to remove GTM friction across Moveworks and partner services, and support staffing and capacity models that keep pace with demand
Design and maintain analytical models and reporting mechanisms to enable informed outcomes across all three domains
Guide high-priority, cross-functional and cross-BU initiatives from problem definition through execution, ensuring clear ownership and measurable outcomes
Support business reviews, planning cycles, and executive-level reporting to ensure alignment across BU principals and senior stakeholders
Structure ambiguous business opportunities into clear problem statements, develop hypotheses, and deliver data-derived recommendations
Identify operational inefficiencies and implement scalable systems that increase execution velocity and organizational effectiveness