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.

What you get to do in this role:

Manager, Partner Program Operations Located in Heredia, Costa Rica is actively looking for a proven, results oriented Partner Program operations manager to join the Global Partner Operations Center of Excellence team. This is primarily an operational role focused on providing timely response and resolution to address partner inquiries, partner program needs and administration. This role is viewed as an integral part of the team and reports to Director, Global Partner Operations Center of Excellence. In this role, you will work cross‐functionally to support a multitude of ServiceNow Partner Programs. Your goals will align with company sales and technology business objectives, specifically focused on implementation partners, managed service providers, and resale partners. Your organizational skills and efficiencies, technical abilities and partner program operational experience will allow you to help streamline, automate, and operationalize our growing partner systems, tools, and infrastructure. You will build and maintain positive and effective collaboration with team members, especially partner sales, partner sales operations, and partner in support of partner programs. You will also be building and maintaining positive relationships with our partners.  

Responsibilities:  

• Manage partner operations team that support calls, calls, cases and transactional deals. Point of escalation for partner operations team to help determines requirements by working with partners Answers inquiries by clarifying desired information; researching, locating, and providing information.  

• Establish structured communication channels, including regular business reviews, operational updates and feedback loops to build stronger relationships with partner and internal stake holders 

• Identify process gaps and implement scalable solutions for process optimization with quality and cost effectiveness 

• Develop and implement operational strategies and workflows that support growth and alignment with business goals. 

• Oversee the end-to-end lifecycle of partners from onboarding to offboarding, ensuring a consistent and high-quality experience 

• Create and maintain reports that provides insights into partner operations, performance trends and support partner based on data to ensure a high level of engagement and success 

• Operational support for all partner related inquiries Create/modify knowledge base solutions/FAQ (internal as needed) Work with Program Operations director on KPI definition process for partner operations organization Provide ongoing coaching, mentorship, and guidance to Program Operations Associates.  

• Identify opportunities for process improvement and be instrumental in the development, testing and roll-out of improved methods and tools Measure and continually improve metrics and KPIs setting priorities and driving continuous improvement against results and targets  

• Monitor team performance using KPIs and dashboards. Identify opportunity for improvement and provide feedback support mechanism. 

• Ensure day to day high priority issues are resolved thoroughly, with a strong customer-service mindset Exhibit overall leadership to the Program operations team  

• Other duties as assigned  

To be successful in this role you have:

• Requirements 8-10 years combined experience in the areas of partner program operations or program management.  

• Familiarity with partner ecosystems and channel programs 

• Customer service oriented with strong interpersonal skills and ability to positively interact with fast‐paced 

• Proven track record of process improvement and program management skills 

• Ability to drive collaboration with program management, functional and technical teams with effective problem resolution.  

• Management skills and experience Phone skills, customer service skills and good with building relationships.  

• Handles self with highest level of professionalism in all communications. High energy with the capability to multi‐task in a dynamic, rapidly growing organization. Understanding of both domestic and international markets Excellent English speaking and writing skills 

JV20

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

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. Learn more here.

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 globaltalentss@servicenow.com 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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