Cross-Workflow STEP Strategic Operations 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 — 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.

About the Team:

The STEP Strategic Operations team is the operational engine of the STEP org. We drive STEP-wide programs and partner cross-functionally to enable strategic business operations across the Workflows and Experience organizations. Our team leads product and portfolio ops, persona learning & development, and enterprise-level customer engagement efforts.

We operate according to five key North Stars:

1. Customer Success – Enabling value for both internal and external stakeholders
2. Efficiency – Streamlining programs, processes, and tooling for impact
3. Knowledge Sharing – Building shared understanding and capabilities across teams
4. Prioritization & Coverage – Driving focus on what matters most

1. Talent Growth – Developing roles, capabilities, and career paths across STEP

The Role:

This position reports to: Director, Cross-Workflow STEP Strategic Operations 

We are looking for a strategic, analytical, and entrepreneurial Cross-Workflow Strategic Operations Manager to help scale the launch of a new Product Management and GTM organization that spans business unit boundaries at ServiceNow. This is a unique opportunity to both partner with existing functions and help stand up new teams and initiatives at the forefront of ServiceNow’s most strategic priorities. This highly visible role partners closely with leadership across AI, Data, and Analytics, supporting critical growth initiatives and enabling operating excellence.

What you get to do in this role:   

• Play a critical role in supporting the integration and operations of go-to-market teams—bringing Sales and Product closer together
• Partner with AI, Data, and Analytics GTM and Product leaders to advance ServiceNow’s position in enterprise AI leadership
• Structure complex business problems, develop hypotheses, perform analyses, and deliver insights and recommendations through high-quality presentations and storytelling
• Model strategic initiatives using key business metrics such as revenue, customer adoption, cost, and market trends
• Lead operational cadence for STEP cross-workflow teams—including weekly performance tracking, monthly business reviews, executive readouts, and annual strategic planning
• Drive strategic programs and cross-functional initiatives that accelerate GTM execution
• Align stakeholders across BUs and functions, including senior and executive leadership, to drive clarity and collaboration across the organization

To be successful in this role you have:

• A minimum of 8 years of related experience; MBA with 6 years; or a PhD with 3 years of related experience in management consulting, investment banking, private equity, or strategy & operations in a fast-paced technology company (or similar)
• MBA from a top-tier program with demonstrated focus in strategy, operations, or technology is highly preferred
• Executive presence with ability to engage and influence senior leaders across the enterprise
• Strong analytical and problem-solving skills with ability to structure ambiguity
• Exceptional communication skills—both written and verbal
• Experience leading cross-functional initiatives, driving alignment, and delivering measurable impact
• High degree of ownership, adaptability, and a growth mindset
• Passion for enterprise software and emerging technologies, especially AI
• 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.

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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