Senior Sales Operations Manager - Resource Management & Capacity Management

ServiceNow • Waltham, MA

85d • $137,500 - $240,700

About The Position

This role will be a strategic partner to the Product Excellence leadership team, ensuring alignment of resources to the most critical areas of the business. It involves close collaboration with GenAI & CRM leaders, PEx leaders, STEP and CEG resource management leaders to assess resource needs, develop strategic plans, and allocate resources effectively.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving
• Strong understanding of project management, business processes, and talent management
• Excellent communication, interpersonal, and strategic thinking skills
• 5+ years in resource management
• The ability to apply judgment to any situation
• Ability to work independently
• Ability to work cross functionally to drive outcomes

Responsibilities

• Manage Product Excellence capacity planning and analytics to support both Workflow and CoE teams
• Ensure alignment between capacity modeling assumptions and stakeholder priorities
• Proactively review deal pipeline and partner with CEG teams cross functionally to understand resource requirements
• Determine the organization's demand for resources and ensure capacity to meet project staffing needs
• Conduct resource capacity planning to manage demands based on project priorities and objectives
• Forecast the resource needs for pipeline and upcoming projects
• Allocate and schedule resources based on project requirements and organizational priorities
• Assign employees to projects considering their skillsets, experience, and availability
• Monitor and manage employees' workload and utilization
• Work with project managers and department heads to identify resource requirements for ongoing and upcoming projects
• Partner with CEG Geo Ops teams on best practices, automation and tooling, and efficient use of resources across teams
• Maintain accurate resource records and documentation, including resource schedules, utilization reports, and allocation decisions
• Track and report on resource utilization, analyzing data and providing suggestions for resource optimization
• Implement and maintain resource management tools, systems, and processes to enhance visibility, transparency, and efficiency
• Provide project managers with support on resource management issues or improving resource management processes

Benefits

• Base pay of $137,500 - $240,700
• Equity (when applicable)
• Variable/incentive compensation
• Health plans, including flexible spending accounts
• 401(k) Plan with company match
• Employee Stock Purchase Plan (ESPP)
• Matching donations
• Flexible time away plan
• Family leave programs

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree