Strategy, Planning & Operations (SPO) Senior Manager – Analytics & Insights

ServiceNow•Santa Clara, CA

5h•$162,600 - $284,600•Remote

About The Position

About the Team: The Strategy, Planning, and Operations (SPO) team serves as the strategic engine of the Customer Excellence Group (CEG) organization. We drive high-impact, cross-functional initiatives that shape strategy, improve execution, and accelerate performance across the business. The Analytics + Insights pillar within CEG SPO exists to bring clarity to complexity, transforming data into actionable insights that directly inform leadership decisions and business outcomes. The Role: We are seeking a highly analytical, model-driven, and execution-oriented Senior Manager of Strategic Operations to join the Analytics & Insights team. This role sits at the intersection of strategy, analytics, and operations and serves as a trusted advisor to the CEG Leadership Team and a close partner to senior leaders across product, engineering, sales, marketing, finance, and customer success. This is a hands-on role for someone who thrives in ambiguity, builds rigorous models, and uses data to shape strategy and guide decision-making at scale. You will structure complex problems, develop and test hypotheses, and translate analysis into clear, executive-ready recommendations that drive 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.
Experience: 8+ years in investment banking, private equity, management consulting, or strategy & operations roles within fast-paced technology companies, where rigorous analysis and executive-level decision support were core to the role.
Analytical Rigor: Advanced Excel proficiency is required, with demonstrated experience building complex financial and operational models. Experience with Power BI and working with data from Snowflake or similar cloud data warehouses is a strong plus.
Strategic Mindset: Ability to understand key business drivers, structure ambiguous problems, and develop data-backed, actionable strategies.
Executive Communication: Exceptional written, verbal, and presentation skills, with the ability to influence senior and executive leaders through clear storytelling and analytical confidence.

Responsibilities

Structure complex business problems, develop hypotheses, and perform rigorous quantitative analysis to drive strategic recommendations
Build and own complex Excel-based financial and operational models, including scenario analysis, sensitivity analysis, forecasting, and ROI modeling
Analyze large, structured datasets to uncover trends, risks, and opportunities related to growth, retention, adoption, and performance
Design and manage KPIs, scorecards, and dashboards; translate data into clear, actionable insights for senior leadership
Partner closely with Finance on financial modeling, forecasting, and scenario planning aligned to strategic priorities
Act as a trusted thought partner to the CEG Leadership Team, providing data-driven insights and operational guidance
Support strategic planning, quarterly business reviews, and executive readouts with forward-looking analysis and recommendations
Identify value-creation opportunities across the business; design strategies to capture value and coordinate execution across functions
Lead cross-functional initiatives that accelerate CEG’s strategic objectives and improve business performance
Own and drive the operating cadence of the business, including weekly performance tracking, QBRs, executive reviews, and annual planning
Ensure consistency, clarity, and alignment across Priority QBR deliverables and reporting
Bring structure and clarity to ambiguous problems and enable faster, better decision-making across stakeholders