Senior Manager, Strategy & Operations

Role Overview

• 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

Requirements

• 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.

Tech Stack

• ServiceNow
• SQL
• Tableau

Benefits

• 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.