Strategic Operations, Senior Manager

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI‑enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud‑based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work.

But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Service Now has significantly integrated AI into its Platform to enhance workflows and drive rapid value for customers. The AI Platform organization is responsible for the releases that underpin both monetized and non‑monetized Platform products as well as AI capabilities that serve all other Service Now Workflows and solutions. We are rigorous about building and maintaining a resilient foundation, connected data, and secure and trusted agentic AI for our customers.

As Strategic Operations Senior Manager, you will serve as a senior 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, strong strategic rigor, operational discipline, executive presence, and an ability to drive impact in a fast‑moving, matrixed environment.

This role sits at the intersection of strategy, execution at‑scale, and alignment across business, product, and operational priorities. You will partner closely across product, engineering, design, finance, and central operations to deliver the organization's agenda.

• Strategic partnership: Break down complex problems, develop hypotheses, conduct analyses, and articulate recommendations via exceptionally high‑quality output (written and oral).
• Business insights: Build clear, data‑backed business cases and/or presentations that effectively (1) communicate our strategy, vision, and key metrics to executives and other audiences and (2) influence decision‑making.
• Operating rhythm: Drive the cadence of business operations (e.g., Quarterly Business Reviews, Product Roadmap Reviews, Town Halls, Annual planning, OKR reporting).
• Elite‑level execution: Leverage exceptional organizational and program management skills to structure cross‑functional initiatives, manage timelines and deliverables, and drive alignment across cross‑functional teams to ensure successful, expedient execution.
• Cross‑Functional Coordination: Connect the dots between product, engineering, design, finance, and other functions to ensure alignment, identify opportunities, and unlock productivity.
• Leadership: Contribute to a culture of respect and inclusivity, and enable all those around you to do their best work.
• AI‑native mindset: Embed AI into everything we do, including how we plan, execute, and measure.

• 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.
• 12+ years of experience at a top management consulting firm, private equity, investment bank, or strategy & operations at a technology company (or similar).
• Comfortable working in ambiguity; in particular, you excel at structuring complex problems, using data‑informed insights, and communicating findings to senior executives, all within a complex operating environment.
• Proven track record in managing large‑scale operations and cross‑functional initiatives.
• Exceptional communication, collaboration, and influence skills at the executive level.
• Deep understanding of portfolio‑level planning, financial management, and enterprise technology workflows.
• Pragmatic long‑term problem‑solving within a complex operating…