About the team:
The Connected Customer Experience (CCx) team in Digital Technology designs and delivers digital experiences that help customers and partners adopt, learn, and succeed with ServiceNow. CCx spans support, learning, and success experiences, built on the ServiceNow AI Platform.
About the role:
The Strategic Operations, Senior Manager is a senior individual contributor responsible for owning the operational backbone of the CCx organization. This role partners closely with the SVP of CCx and the Chief of Staff to translate strategy into executable plans, manage financial and headcount operations, drive organizational alignment and engagement, and provide clear, data-driven insights and recommendations that enable confident executive decision-making.
This role is ideal for a highly autonomous and structured operator with strong judgment, a point of view on operational excellence, and the ability to influence senior leaders through clarity, rigor, and trust in a complex, matrixed organization. The ideal candidate understands that operational excellence extends beyond financial and program management to encompass how a large distributed organization communicates, aligns, and maintains organizational health.
Key Responsibilities:
Budget Management and Operating Model
- Own the CCx budget (~$50M) in close partnership with Finance.
- Manage the headcount operating model, including tracking, forecasting, and change execution
- Own vendor and contractor operations, including SOWs, renewals, scope changes, and performance management.
- Own the annual planning process for CCx, including timelines, inputs, dependencies, and outputs.
- Drive monthly and quarterly execution against approved plans, proactively managing changes and tradeoffs and surfacing decision points with clear options and implications.
- Own the internal communications operating rhythm (cadence, forums, inputs, sequencing) for CCx— including all-hands, leadership syncs, and change communications — in partnership with the Chief of Staff and SVP.
- Continuously evolve the CCx operating model to improve execution, decision velocity, and transparency.
Data, Metrics & Transparency
- Own CCx operational data and dashboards, ensuring accuracy, consistency, and executive usability to track organizational health and progress against goals.
- Partner with Finance and cross-functional teams to maintain a high bar for financial accuracy and transparency.
- Own the definition, alignment, and ongoing tracking of CCx OKRs, ensuring clear linkage between strategic priorities, execution plans, and measurable outcomes.
- Translate complex programs, financial data, and operational issues into concise, decision-oriented materials for senior leadership.
- Develop executive-ready decks, documents, and written narratives that clearly communicate status, insights, risks, and recommendations, maintaining a high bar for clarity, structure, and point of view in all executive communications.
Cross-Functional Alignment
- Act as the operational point of contact for cross-functional partners supporting CCx, building strong, trusted relationships with leaders across Digital Technology, Customer Success, Support, and Finance to drive alignment, surface tradeoffs, and enable timely decision-making and execution.
- Influence cross-functional leaders through a strong POV on how work gets done, not just what gets done.
- Ensure alignment between strategy, execution, and resource allocation by clarifying cross-functional roles, decision rights, and operating interfaces.
- Represent CCx in cross-functional forums to remove execution blockers and align on operational implications of customer and business outcomes.
Strategic Initiative Leadership
- Lead and orchestrate complex, cross-functional programs in support of CCx strategic priorities, including org-wide changes, operating model evolution, and critical initiatives.
- Drive change management activities, ensuring clear ownership, sequencing, and communication across stakeholders.
- Establish initiative-level plans, milestones, risks, and dependencies while holding partners accountable through influence.
- Proactively surface risks, tradeoffs, and decision points, escalating with clarity and recommendations.
- Ensure strategic initiatives remain aligned to approved priorities, funding, and capacity, proactively surfacing investment and resourcing tradeoffs with clear recommendations for executive decision-making.