Strategic Insights and Alignment Manager

ServiceNow•Santa Clara, CA

41d

About The Position

Work matters. It's where we spend a third of our lives-and the workplace of the future should be a place where people thrive. That's why we put people at the heart of everything we do. People matter. Our teams are driven by a passion for learning, building, and innovating. Whether you're in engineering, sales, finance, or another function, every role is designed to create meaningful impact and provide room to grow. About the role The COO Office drives operational excellence, cross-functional alignment, and disciplined execution across ServiceNow. We are seeking an Strategic Insights and Alignment Manager to support and evolve the company's enterprise OKR program and other high-impact COO initiatives. This is a high-visibility individual contributor role that blends strategic thinking, operational rigor, analytical insight, and exceptional communication. You will partner closely with the Director of Enterprise Strategic Programs, cross-functional operations teams, and senior leaders to drive alignment, simplify complexity, and accelerate execution across the company. What you get to do in this role: Strategic Alignment & OKR Execution Support and evolve ServiceNow's enterprise OKR framework, including planning, alignment, quarterly reviews, reporting, and continuous improvement. Partner with senior leaders to translate strategy into measurable outcomes and ensure vertical and horizontal alignment across functions. Facilitate discussions to clarify objectives, identify dependencies, resolve misalignments, and drive accountability. Analytics, Insights & Performance Reporting Collect, synthesize, and analyze performance data to identify trends, insights, and recommendations. Distill complex performance signals into concise, decision-ready insights. Partner with Digital Technology and Data Analytics teams to ensure dashboards and performance metrics are designed for clarity, accuracy, and executive usability. Executive Communication & Storytelling Develop high-quality executive-ready presentations, narratives, and reports for the COO and senior leadership team. Present complex information clearly and persuasively, tailoring messaging to different audiences. Support leadership reviews and enterprise program updates with clear storytelling and strategic framing. Program Leadership & Cross-Functional Collaboration Lead cross-functional workstreams that underpin the Enterprise OKR program, performance management, and other COO initiatives. Anticipate risks, identify interdependencies, and keep programs on track through structured, repeatable operating mechanisms. Influence without authority, build strong relationships across the company, and promote a culture of operational excellence. Framework Innovation & AI-Enabled Operations Help refine and improve performance and operating frameworks, playbooks, and best practices. Use AI-enabled tools to improve efficiency, insights, and workflows; explore opportunities to embed AI into performance processes.

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 in business operations, strategic planning, program management, consulting, analytics, or performance management in a high-growth enterprise or SaaS company.
Hands-on experience with OKR, KPI, or performance management programs, including alignment, facilitation, tracking, and reporting.
Strong analytical and problem-solving skills, with ability to synthesize data into actionable insights.
Outstanding written and verbal communication, with demonstrated ability to create compelling executive materials.
A structured, detail-oriented, and operationally excellent approach to managing programs and deadlines.
Demonstrated ability to influence without authority and collaborate across complex matrixed organizations.

Responsibilities

Support and evolve ServiceNow's enterprise OKR framework, including planning, alignment, quarterly reviews, reporting, and continuous improvement.
Partner with senior leaders to translate strategy into measurable outcomes and ensure vertical and horizontal alignment across functions.
Facilitate discussions to clarify objectives, identify dependencies, resolve misalignments, and drive accountability.
Collect, synthesize, and analyze performance data to identify trends, insights, and recommendations.
Distill complex performance signals into concise, decision-ready insights.
Partner with Digital Technology and Data Analytics teams to ensure dashboards and performance metrics are designed for clarity, accuracy, and executive usability.
Develop high-quality executive-ready presentations, narratives, and reports for the COO and senior leadership team.
Present complex information clearly and persuasively, tailoring messaging to different audiences.
Support leadership reviews and enterprise program updates with clear storytelling and strategic framing.
Lead cross-functional workstreams that underpin the Enterprise OKR program, performance management, and other COO initiatives.
Anticipate risks, identify interdependencies, and keep programs on track through structured, repeatable operating mechanisms.
Influence without authority, build strong relationships across the company, and promote a culture of operational excellence.
Help refine and improve performance and operating frameworks, playbooks, and best practices.
Use AI-enabled tools to improve efficiency, insights, and workflows; explore opportunities to embed AI into performance processes.