Senior Manager, Strategy & Operations - Moveworks

Company Description
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 - ServiceNow 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.
Job Description
The Sr. Manager of Strategy & Operations will play a critical role in shaping the business strategy and operational engine of the Moveworks Business Unit within ServiceNow. This is a high-impact, high-visibility position that allows you to partner with senior BU principals to define priorities, drive cross-functional initiatives, and build the systems and processes required to scale. You will own and drive strategic initiatives across primary BU functions like Product and R&D, Customer Success, and Professional Services. You will operate at the intersection of strategy, operations, go-to-market, and data-helping translate vision into execution and measurable business outcomes. This role is ideal for a strategic operator who thrives in ambiguity, brings analytical rigor, and enjoys building scalable frameworks in fast-moving environments.
Responsibilities

• Serve as a trusted strategic and operational partner to Moveworks BU principals, supporting priority setting, recommendations, and execution
• Drive cross-BU product and R&D initiatives with ServiceNow business units-aligning roadmap timelines, driving adoption of Moveworks as the platform for developing conversational agents across all BUs, coordinating joint development efforts, and ensuring Moveworks capabilities are tightly integrated into ServiceNow's broader platform strategy
• Lead strategic initiatives to scale the Customer Success motion, including developing staffing and capacity models, monitoring and optimizing the hiring funnel, and driving GRR analysis and mitigation strategies in partnership with CS leadership
• Partner with Professional Services Operations to remove GTM friction across Moveworks and partner services, and support staffing and capacity models that keep pace with demand
• Design and maintain analytical models and reporting mechanisms to enable informed outcomes across all three domains
• Guide high-priority, cross-functional and cross-BU initiatives from problem definition through execution, ensuring clear ownership and measurable outcomes
• Support business reviews, planning cycles, and executive-level reporting to ensure alignment across BU principals and senior stakeholders
• Structure ambiguous business opportunities into clear problem statements, develop hypotheses, and deliver data-derived recommendations
• Identify operational inefficiencies and implement scalable systems that increase execution velocity and organizational effectiveness

Qualifications
To be successful in this role you have:

• 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.
• 8+ Years of Relevant Experience: Including at least 2 years in management consulting, finance, strategy and operations in a technology company, or similar fields. Prior experience in AI or enterprise technology preferred.
• Cross-functional initiative ownership: Demonstrated ability to run complex, multi-stakeholder programs across product, engineering, customer success, professional services, or partnerships functions. You've driven outcomes in matrixed environments where you don't own the resources.
• Customer Success or Services fluency: Exposure to CS operations, professional services delivery, or partner-led service models. You understand how post-sale motions work and what it takes to scale them.
• Strong data analytics and problem-solving skills: Proficiency in PowerBI, Tableau, or Excel. SQL is a plus.
• Strategic and Analytical Mindset: Ability to establish guiding propositions, dig deep into data, and iterate quickly to deliver results.
• Outcome Orientation: Proven track record of being scrappy and resourceful to achieve desired outcomes.
• High-agency operator: Takes ownership, removes blockers independently, and drives results without waiting for direction.
• Effective communicator who can flex up and down: Equally effective presenting to VP+ leadership as they are connecting with Product and CS team members on the front lines.
• Adaptability and Experimentation: Ability to pivot as necessary, taking an experimental approach to new problems, refining methods, and learning from results. Comfortable operating with ambiguity and driving to clarity without heavy direction.
• Hands-On Execution: Willingness to roll up your sleeves and lead the charge in building initial versions of new initiatives, setting the stage for scalable growth.
• Collaborative team player: Thrives in fast-paced, high-growth environments.
• 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.

FD21
Additional Information
For positions in this location, we offer a base pay of $137,700 - $241,000, 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, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, 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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