Sr Business Operations Mgr

ServiceNow•San Diego, CA

About The Position

At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction. As a Business Operations Manager, you will partner closely with these Leaders to drive customer adoption initiatives, mitigate downsell risk, and improve Net Promoter Scores across our fastest-growing customer segments. You'll leverage AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making. What you get to do in this role: Adoption Strategy & Execution Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support Performance Monitoring & Risk Mitigation Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible Operational Excellence & Governance Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort Communications & Stakeholder Enablement Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling Translate complex data into clear, actionable insights that drive stakeholder alignment Support internal communications to reinforce adoption priorities and celebrate customer success wins Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support

Requirements

Strong AI aptitude : Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes.
3-5 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
Excellent communication skills with the ability to synthesize complexity and present clear recommendations
Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations

Responsibilities

Adoption Strategy & Execution Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible
Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
Translate complex data into clear, actionable insights that drive stakeholder alignment
Support internal communications to reinforce adoption priorities and celebrate customer success wins
Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support