Strategic Operations Manager

About the Team: 

CRM & Industry Workflows is one of ServiceNow's highest-growth business units, responsible for reimagining how enterprises manage the entire customer lifecycle on a single AI-powered platform. The team builds and scales products spanning Customer Service Management, Sales & Order Management, Field Service Management, and industry-specific offerings. As ServiceNow challenges the traditional CRM category and expands its total addressable market, this business unit is at the center of the company's most ambitious growth bet—connecting front, middle, and back-office operations in ways legacy CRM vendors cannot. 

About the role:

As Strategic Operations Manager, you will serve as a strategic and operational partner supporting senior product leadership. In this role, you will help define the business’s strategic priorities, drive operational excellence, and ensure the organization executes with agility, transparency, and measurable outcomes. This is a high-visibility role that requires strategic thinking, analytical rigor, operational discipline, executive presence, and an ability to drive impact in a fast-moving, matrixed environment. 

The impact you'll make:

• Drive business impact as a key advisor and thought partner to BU leadership. 
• Inform key BU decisions through rigorous problem solving - from hypothesis development to data-driven analysis to executive-ready recommendations. 
• Identify opportunities to improve operational efficiency and accelerate growth by leveraging quantitative and qualitative inputs: revenue, customers, costs, industry trends, roadmap.  
• Lead data-driven prioritization of resourcing and initiatives.  
• Manage cross-functional initiatives and programs.  
• Own business reviews and planning activities, and support alignment between BU leaders and other stakeholders (C-Level, other functions).