Business Operations Manager - Customer Excellence Group (CEG) - Scale and Mid-Market Operations Leader

Company Description
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.
Job Description
At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction. As a Scale Operations Manager supporting our Mid-Market Major Area and Scale Leaders, you will partner closely with these Leaders to drive customer adoption initiatives, mitigate downsell risk, and improve Net Promoter Scores across our fastest-growing customer segments. You'll leverage AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making.
What you get to do in this role:
Adoption Strategy & Execution

• Partner with Scale and Mid-Market 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 MM and Commercial customers have the right level of Customer Success for post-sales coverage
• Support headcount management and capacity planning, including Success Guide and CSM ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support

Performance Monitoring & Risk Mitigation

• 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

Operational Excellence & Governance

• Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Commercial and Mid-Market segments
• 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

Communications & Stakeholder Enablement

• 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

Qualifications
To be successful in this role you have:

• 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.
• Strong program management skills.
• Excellent understanding of budget and headcount management.
• Excellent understanding of functional operational processes.
• Excellent verbal and written communication skills, teamwork skills, and an engaging personality.
• Ability to translate business strategies into effective narratives.
• Proven ability to effectively interface with a diverse range of roles at all levels.
• Resourceful, self-motivated, and able to independently prioritize shifting workloads in a high-growth, ever-changing environment.
• Ability to work in a matrix organization structure.
• 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
• Based in Dublin or willing to relocate

Additional Information
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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