NPI Director- Operations Readiness

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better. We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

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Role 

The NPI Director - Operations Readiness is accountable for Operations readiness across each workflow as well as for cross-functional, strategic product & offer launches and accelerating GTM success. The role will be instrumental in ensuring operational readiness across key enterprise processes, in particular working closely with Product Management, Monetization, Legal, Compliance, Revenue, Sales Operations, Deal Desk and other operations teams, to ensure transactability for innovation launching into market.  In addition, this role will drive continuous improvement in operational readiness, and a scaled operating model to deliver quality outcomes that accelerate sales and customer outcomes. The ideal candidate has a proven track record of working with GTM business processes, tools, and operations, leading cross-functional teams, and transforming processes to that operational scale to support speed of product innovation.  In addition, candidates with roles supporting selling organizations through systems and processes will be highly favorable. The successful candidate is a results-driven leader across both direct and matrixed teams, who brings a strategic approach and thought leadership to achieve desired business outcomes.  In addition, the selected candidate has demonstrated process excellence, operational rigor and continuous delivery of improvements with measurable impact. 

What you get to do in this role

• Lead NPI & GTM readiness for operations, refining & optimizing processes for strategic products, including new business models 
• Influence and work cross-functionally to align functional plans, identifying, and actively managing risks and issues to resolution to ensure successful launch 
• Ensuring comprehensive planning across sales & ops processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles 
• Define & manage KPI’s (leading, lagging indicators) for operations success 
• Accountable for identifying and driving action plans cross-functionally to improve processes and KPI’s 
• Mobilize and lead a variety of initiatives, including digitization and automation projects 
• Develop, manage and execute detailed project plans that consider all requirements, constraints, resources, and deliverables associated with the defined objectives 
• Drive projects from inception to completion, ensuring all workstream deliverables are completed on time, on budget, and with quality 
• Conduct thorough and detailed analysis to produce data driven recommendations to enable leadership decisions 
• Deliver progress updates to stakeholders and leadership 
• Continuously apply a customer / partner lens across the customer journey to identify and execute optimization opportunities to improve NPI objectives 

Our ideal candidate

• Experienced leader – both matrixed and people management
• Desired: Master’s in Business, Product Management, or Operations and 10+ years of related experience 
• Proven experience in 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 and cross-functionally, including challenge the status quo and developing mindshare to drive towards a common goal 
• Ability to motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups 
• Strong program/project management skills & strong facilitation skills 
• Excellent people leadership skills and experience; ability to build strong, diverse, high performing teams 
• Highly analytical, fact driven, and process-oriented mindset 
• Ability to conduct meaningful analysis of complex data and translate the results into actionable messages and deliverables 
• Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results 
• Well-versed in SaaS business processes and customer lifecycle.  
• Combination of strong intellect, exceptional active listening skills, and creative problem solving skills 
• Excellent verbal & written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences 

For positions in this location, we offer a base pay of $165,600 - $289,800, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity,  veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.  

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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