ServiceNow · 13 hours ago
Sr Business Operations Mgr
United States
Full-time
Remote
Mid, Senior Level
$134K/yr - $234K/yr
3+ years expServiceNow is a global market leader that provides innovative AI-enhanced technology to empower organizations. As a Business Operations Manager, you will partner with leaders to drive customer adoption initiatives, mitigate downsell risk, and improve customer satisfaction through data-driven decision-making.
Artificial Intelligence (AI)Enterprise SoftwareCloud ComputingSaaSAgentic AIBusiness Process Automation (BPA)Cloud ManagementRobotic Process Automation (RPA)
Responsibilities
Partner with Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization
Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed
Build strategies to drive a sales motion to ensure customers have the right level of Customer Success for post sales coverage
Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support
Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
Monitor progress of 'get-well' plans for customers with Adoption challenges in partnership with CSMs and Account Executives
Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements
Create regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possible
Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas
Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans
Ensure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effort
Prepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytelling
Translate complex data into clear, actionable insights that drive stakeholder alignment
Support internal communications to reinforce adoption priorities and celebrate customer success wins
Foster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you support
Qualification
Required
Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support. Comfortable exploring new AI capabilities and integrating them into operational processes
3-5 years of experience in business operations, customer success operations, or program management—ideally in a SaaS or subscription-based business environment
Demonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levels
Strong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI tools
Experience building dashboards, scorecards, and tracking mechanisms to monitor performance (familiarity with AI-enhanced analytics platforms a plus)
Experience with headcount planning, capacity modeling, and resource allocation in customer-facing organizations
Proven track record managing multiple initiatives simultaneously with strong organizational and project management skills
Excellent communication skills with the ability to synthesize complexity and present clear recommendations
Familiarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomes
A proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operations
Benefits
Health plans
Flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs
Company
ServiceNow
ServiceNow is an AI platform that delivers IT operations, field service management and app engine solutions.
10001+ employees
H1B Sponsorship
ServiceNow has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (910)
2024 (876)
2023 (807)
2022 (840)
2021 (447)
2020 (439)
Funding
Current Stage
Public CompanyTotal Funding
$83.7MKey Investors
Sequoia CapitalJMI Equity
2022-12-09Post Ipo Equity
2012-07-29IPO
2012-03-20Private Equity· $10.98M
Leadership Team
William McDermott
Chairman and CEO
Pat Casey
Chief Technology Officer & EVP of DevOps
Recent News
2026-02-13
2026-02-11
Company data provided by crunchbase