Sr. Operations Manager - NPI, Field Readiness

ServiceNow•Waltham, MA

40d

About The Position

ServiceNow is experiencing tremendous growth with the market acceptance of our cloud-based workflow management products, apps, and industry solutions and we are transforming our Enterprise NPI operating model to support our speed of innovation. The Senior Operations Manager for New Product Introduction (NPI) and GTM Readiness is responsible for executing on readiness strategy for cross-functional, strategic product launches and accelerating GTM success. The role will be instrumental in driving the execution plan for the NPI GTM strategy and coordinating across sales roles to ensure a comprehensive GTM activation plan for innovation launching into market. In addition, this role will drive scaled operating model to deliver quality sales assets & enablement that accelerate sales and customer outcomes. The ideal candidate has a proven track record of GTM sales processes and operations, program execution, and supporting field sales and support functions to identify opportunities for efficiency and drive results. In addition, the selected candidate has demonstrated operational rigor and continuous delivery of improvements with measurable impact.

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
Minimum 7 years of experience working in the technology industry with proven delivery of digital transformation projects.
Demonstrated experience operating within a matrixed organization with a strong focus on enabling business capabilities through partnership and collaboration.
Proven experience in supporting Sales and Operations functions
Strong program/project management skills & strong facilitation skills
Highly analytical, fact driven, and process-oriented mindset
Ability to conduct meaningful analysis of complex data and translate the results into actionableâ¯messages and deliverables
Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results on tight timelines
Well-versed in SaaS business processes and customer lifecycle.
Ability to challenge the status quo and develop mindshare to drive towards a common goal
Combination of strong intellect, exceptional active listening skills, and creative problem-solving skills
Excellent verbalâ¯&â¯written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences

Responsibilities

Execute and oversee launch activities for Sales, refining & optimizing processes for strategic products, including new business models
Work cross-functionally to execute and influence functional plans, identifying, and actively managing risks and issues to resolution to ensure successful launch
Ensuring comprehensive planning, across sales processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles
Design, socialize & manage KPI's (leading, lagging indicators) for sales success
Manage and drive a variety of initiatives across the NPI transformation portfolio, including digitization and automation projects
Develop, manage and execute detailed project plans that consider all requirements, constraints, resources, and deliverables associated with the defined objectives
Drive projects from inception to completion, ensuring all workstream deliverables are completed on time, on budget, and with quality
Conduct thorough and detailed analysis to produce data driven recommendations to enable leadership decisions
Contribute to scorecard and reporting for GTM leadership and executive teams.
Consider the customer / partner perspective across the customer journey to identify and execute optimization opportunities to improve NPI objectives.