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:

About the Role
The Senior Sales Operations Program Manager will play a critical role in optimizing and driving operational efficiency within our Channel and Partner ecosystem. You will execute strategic initiatives, streamline processes, and identify opportunities to enhance partner transacting lifecycles (CPQ and multiple partner routes). This role requires a strong understanding of partner behavior, operational best practices, enablement delivery, and cross-functional execution.
You will work autonomously while aligning with leadership direction, leveraging your expertise to simplify, optimize, and drive scalable solutions. This role demands strong project management, change management, and data-driven decision-making capabilities to ensure the stability, efficiency, and success of our Channel Operations.

Key Responsibilities
- Execute and deliver scalable, repeatable channel operational strategies to address complex challenges.
- Drive projects from inception to completion, ensuring timely, budget-conscious, and high-quality execution while keeping stakeholders informed through progress updates.
- Identify and address efficiency gaps and optimization opportunities in existing operations and partner transacting models, focusing on CPQ process simplification and improvements to enhance efficiency, reduce friction, and improve the seller and customer experience.
- Collaborate with cross-functional teams and leaders to implement standardized, globally scalable operational frameworks, fostering deep partnerships across functions.
- Partner with Enablement teams to develop and implement Change Management Plans, ensuring minimal disruption, seamless process transitions, and effective adoption, knowledge transfer, and support.
- Contribute to business requirement reviews and refinement, driving continuous process improvements across the organization.
- Analyze operational data to identify trends, measure performance, and inform data-driven decision-making.
- Ensure compliance with operational, security, and regulatory requirements within the partner ecosystem.
- Identify and implement process optimizations to drive efficiency, productivity, and improve the overall user experience.
- Provide insights into partner behavior, transaction lifecycles, and adoption trends to drive process improvements and revenue impact. 
- Implement robust operating models to simplify, standardize, and scale partner-related processes.
- Document, share, and promote best practices across the organization to foster a culture of continuous improvement and operational excellence. Collaborate with Sales and Sales Ops Enablement teams to ensure comprehensive documentation of processes, tools, and policies, both for existing and new initiatives.

To be successful in this role you have:

- 7+ years of experience in Sales Operations, Channel, Partner Operations, or Program Management within a technology or SaaS company.
- Proven expertise in CPQ (Configure-Price-Quote) processes, sales methodologies, automation tools and partner transacting lifecycles across multiple routes.
- Strong analytical and data-driven decision-making skills, with experience conducting business impact assessments.
- Ability to work autonomously while executing leadership direction and proactively identifying process optimization opportunities.
- Deep understanding of partner sales motions, enablement strategies, and operational best practices.
- Strong project management and change management experience, including the ability to influence cross-functional teams.
- Excellent communication skills, with the ability to present complex concepts to both leadership and operational teams.
- Self-starter who enjoys working in a fast-paced, collaborative, and innovative high-growth environment
- Strategic thinker with proven ability to execute and drive measurable impact.
- Ability to build, influence, and manage virtual teams across different geographies.
- Experience owning and executing program strategy development to improve partner and customer experiences.
- Strong financial acumen to assess operational efficiencies and cost-saving opportunities.

JV20

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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