ServiceNow is hiring a Senior Business Operations Manager to partner with Major Area Leaders in driving customer adoption initiatives, mitigating downsell risk, and improving Net Promoter Scores. At ServiceNow, we pursue our purpose to make the world work better for everyone, and this role leverages AI-powered tools and insights to scale operations, automate workflows, and drive data-driven decision-making.

What You'll Do

Partner with 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 all necessary adoption information is available via scorecards and dashboards providing 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 customers have the right level of Customer Success for post-sales coverage.
Support headcount management and capacity planning, including ratio analysis, coverage modeling, and resource allocation to ensure optimal customer support.
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.
Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Major Areas.
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.
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.

What We're Looking For

Strong AI aptitude: Demonstrated experience leveraging AI-powered tools for analytics, workflow automation, predictive modeling, or decision support.
3-5 years of experience in business operations, customer success operations, or program management.
Experience 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.
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.

Nice to Have

Familiarity with AI-enhanced analytics platforms.

Technical Stack

AI-powered tools
AI-powered analytics
Predictive modeling
AI-driven insights
AI tools
AI-enhanced analytics platforms

Team & Environment

You will partner with Major Area Leaders, Customer Success, Sales, and Product teams.

Benefits & Compensation

Health plans, including flexible spending accounts
401(k) Plan with company match
ESPP
Matching donations
Flexible time away plan
Family leave programs
Compensation: $133,600 - $233,800 + equity (when applicable)

Work Mode

This is a hybrid position based in AMS - North America and Canada.

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.