Lead Operations Strategist

2 weeks ago


Houston, Texas, United States ServiceNow Full time

Position Overview

ServiceNow is witnessing remarkable expansion with the growing acceptance of our cloud-driven workflow management solutions, applications, and industry-specific offerings. To support our rapid innovation, we are reengineering our Enterprise New Product Introduction (NPI) operational framework.

The Lead Operations Strategist for New Product Introduction (NPI) and Go-To-Market (GTM) Readiness will play a crucial role in implementing the readiness strategy for cross-functional, strategic product launches, thereby enhancing GTM success. This position will be vital in executing the NPI GTM strategy and coordinating with sales teams to ensure a holistic GTM activation plan for innovations entering the market. Additionally, this role will establish a scalable operational model to produce high-quality sales materials and enablement that drive sales and improve customer outcomes. The ideal candidate will possess a proven history of GTM sales processes and operations, program execution, and supporting field sales and support functions to pinpoint efficiency opportunities and achieve results. Furthermore, the selected individual will demonstrate operational excellence and a consistent delivery of improvements with measurable outcomes.

Key Responsibilities

  • Oversee and manage launch activities for Sales, refining and enhancing processes for strategic products, including new business models.
  • Collaborate across functions to execute and influence operational plans, identifying and proactively managing risks and issues to resolution to ensure successful launches.
  • Ensure comprehensive planning across sales processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles.
  • Design, communicate, and manage KPIs (leading and lagging indicators) for sales success.
  • Lead and drive various initiatives within the NPI transformation portfolio, including digitization and automation projects.
  • Develop, manage, and execute detailed project plans that account for all requirements, constraints, resources, and deliverables associated with defined objectives.
  • Steer projects from inception to completion, ensuring all workstream deliverables are met on time, within budget, and with high quality.
  • Conduct thorough analyses to produce data-driven recommendations that facilitate leadership decision-making.
  • Contribute to scorecard and reporting for GTM leadership and executive teams.
  • Consider the customer/partner perspective throughout the customer journey to identify and implement optimization opportunities to enhance NPI objectives.

Qualifications

  • A minimum of 7 years of experience in the technology sector with a proven track record of delivering digital transformation projects.
  • Demonstrated experience operating within a matrixed organization with a strong emphasis on enabling business capabilities through collaboration and partnership.
  • Proven experience in supporting Sales and Operations functions.
  • Strong program/project management and facilitation skills.
  • Highly analytical, fact-driven, and process-oriented mindset.
  • Ability to conduct meaningful analysis of complex data and translate results into actionable insights and deliverables.
  • Thrives in a fast-paced environment, adept at managing multiple priorities in a dynamic setting to achieve results on tight timelines.
  • Well-versed in SaaS business processes and the customer lifecycle.
  • Ability to challenge the status quo and foster collaboration to drive towards common goals.
  • A combination of strong intellect, exceptional active listening skills, and creative problem-solving abilities.
  • Excellent verbal and written communication skills, including the capacity to synthesize information for various executive audiences.


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