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Salary: USD 165,600 - 289,800 / annual
ServiceNow is seeking an NPI Director - Operations Readiness to lead operational readiness across new product initiatives and cross-functional strategic launches. This role is accountable for ensuring operational excellence across enterprise workflows and accelerating go-to-market (GTM) success.
You will work closely with Product Management, Monetization, Legal, Compliance, Revenue, Sales Operations, Deal Desk, and other operations teams to ensure transactability for innovations launching into market. Key responsibilities include:
• Lead NPI and GTM readiness for operations, refining and optimizing processes for strategic products and new business models
• Influence cross-functional teams to align functional plans, identify and manage risks and issues to resolution for successful launches
• Ensure comprehensive planning across sales and operations processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, dashboards) across all sales roles
• Define and manage KPIs (leading and lagging indicators) for operations success
• Identify and drive action plans cross-functionally to improve processes and KPIs
• Mobilize and lead initiatives including digitization and automation projects
• Develop, manage, and execute detailed project plans considering all requirements, constraints, resources, and deliverables
• Drive projects from inception to completion, ensuring deliverables are completed on time, on budget, and with quality
• Conduct thorough analysis to produce data-driven recommendations enabling leadership decisions
• Deliver progress updates to stakeholders and leadership
• Apply a customer/partner lens across the customer journey to identify and execute optimization opportunities
The ideal candidate is an experienced leader with both matrixed and direct people management experience. You will bring strategic thinking, process excellence, and operational rigor to transform processes at scale to support speed of product innovation.
REQUIREMENTS:
• Master's degree in Business, Product Management, or Operations (desired) with 10+ years of related experience
• Proven experience launching SaaS offers with expertise in lead to cash, goal to commission, and idea to offer processes
• Superb leadership and influencing skills; ability to work collaboratively cross-functionally and challenge the status quo
• Ability to motivate others, drive collaboration, and resolve conflict between diverse stakeholder groups
• Strong program/project management and facilitation skills
• Excellent people leadership skills and experience building strong, diverse, high-performing teams
• Highly analytical, fact-driven, and process-oriented mindset
• Ability to conduct meaningful analysis of complex data and translate results into actionable messages
• Thrives in fast-paced environments managing multiple priorities in dynamic settings
• Well-versed in SaaS business processes and customer lifecycle
• Strong intellect, exceptional active listening, and creative problem-solving skills
• Excellent verbal and written communication skills, including ability to synthesize information for executive audiences
