Senior Business Operations Manager
Remote
Boston
$133,600 - $233,800/yearly
Senior Level
Top Benefits
Commuter benefits
Annual learning stipends
Work from home opportunities
About the role
Who you are
- 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
What the job involves
- At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction
- As a Business Operations Manager, 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
- 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 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 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
Benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
About ServiceNow
Software Development
10,000+
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.
For more information, visit www.servicenow.com.
Senior Business Operations Manager
Remote
Boston
$133,600 - $233,800/yearly
Senior Level
Top Benefits
Commuter benefits
Annual learning stipends
Work from home opportunities
About the role
Who you are
- 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
What the job involves
- At ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction
- As a Business Operations Manager, 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
- 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 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 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
Benefits
- Commuter benefits
- Annual learning stipends
- Work from home opportunities
- Generous family leave
- Matched donations
- Flexible PTO
- 401(k) matching
- Paid volunteer time
About ServiceNow
Software Development
10,000+
ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.
For more information, visit www.servicenow.com.