Strategic Operations Manager - Product Excellence

ServiceNow•Waltham, MA

38d

About The Position

As the Strategic Operations Manager - Product Excellence, you will lead analytics, reporting, and strategic projects. You will partner with the Product Excellence Leadership Team, STEP, and CEG Ops to drive data-driven decision-making, OKR alignment, and business rhythm reporting. This role requires strong analytical skills, operational discipline, and the ability to translate complex data into actionable insights while managing projects end-to-end. You will serve as a trusted advisor to the Product Excellence Leadership Team and a respected partner to cross-functional stakeholders across product, sales, marketing, finance, and customer success. Supporting both operational and strategic aspects, you will solve complex business problems, leverage data, and drive results to accelerate impact. This is a unique opportunity to drive strategy and operations at a high-growth enterprise software company.

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
Proven experience managing analytics, reporting, business operations or strategy within a SaaS or enterprise technology organization
Strong analytical and problem-solving skills; ability to synthesize data into strategic insights and recommendations
Expertise in dashboard creation and performance reporting (e.g., CSP, Tableau, Power BI, or equivalent)
Experience with OKR governance, performance tracking, and business rhythm reporting (MBR, QBR, QPR)
Excellent communication, stakeholder management, and data storytelling skills, with a focus on executive-level visibility
High attention to detail, strong organizational discipline, and ability to manage multiple priorities in a fast-paced environment
Demonstrated success collaborating cross-functionally
7+ years of experience in analytics, business operations, performance management roles or strategy roles. Experience within SaaS, enterprise software, or professional services organizations
Top-tier data analysis, financial modeling, and problem-solving abilities. Advanced Excel skills. Proficiency with tools like Power BI, and Tableau is a plus
An ability to understand key business drivers, structure ambiguous problems, and develop actionable strategies
Exceptional verbal, written, and presentation skills for influencing senior leaders and cross-functional teams. Executive presence with the ability to engage and influence leaders across the enterprise
A demonstrated ability to work effectively in a highly matrixed environment and partner with diverse stakeholders. Experience leading cross-functional initiatives, driving alignment, and delivering measurable impact
High degree of ownership, adaptability, and a growth mindset. Self-starter with a bias for action, who thrives in fast-paced, high-growth environments. Willingness to roll up your sleeves and take on whatever tasks are necessary to get the job done

Nice To Haves

Bachelor's degree in Business, Finance, Analytics, or related field; or MBA

Responsibilities

Lead reporting for PEx, including performance tracking, monthly business reviews, and executive readouts
Structure complex business problems, develop hypotheses, perform analyses, and deliver insights and recommendations through high-quality presentations and storytelling
For strategic initiatives, align stakeholders across functions, including senior and executive leadership, to drive clarity and collaboration across the organization
Monitor, analyze report on OKRs and other key Product Excellence metrics
Prepare forward-looking business insights, materials, and recommendations to support leadership meetings, QBRs, and planning engagements
Design and manage scorecards and KPIs; ensure alignment with corporate targets and cascading goals
Manage strategic projects end-to-end; create workback plans, manage XFN teams, report updates to executives, set resulting metrics
Serve as an operational thought leader who brings clarity to ambiguity and accelerates decision-making