Npi Director, Field And Operations Readiness

Summary

Join ServiceNow as the NPI Director, Field & Operations Readiness, leading operational readiness for workflow management products and strategic product launches. You will ensure operational readiness across key enterprise processes, collaborating with Product Management, Monetization, and field readiness teams. This role requires strong cross-functional collaboration, experience in GTM business processes, and a proven track record of driving operational scale. The ideal candidate is a results-driven leader with expertise in SaaS offers and a strategic approach to achieving business outcomes. You will lead initiatives, manage projects, conduct analysis, and deliver progress updates. Continuous improvement and optimization of NPI objectives are key responsibilities.

Requirements

• Experienced leader – both matrixed and people management – preferred with a Master’s degree in Business, Product Management, or Operations and 10+ years of related experience
• Proven experience in launching SaaS offers, with expertise in lead to cash, goal to commission, and idea to offer processes
• Superb leadership and influencing skills; ability to work collaboratively and cross-functionally, including challenge the status quo and developing mindshare to drive towards a common goal
• Ability to motivate others, drive collaboration, teaming & resolve conflict between diverse stakeholder groups
• Strong program/project management skills & strong facilitation skills
• Excellent people management skills and experience; ability to build strong, diverse, high performing teams
• Highly analytical, fact driven, and process-oriented mindset
• Ability to conduct meaningful analysis of complex data and translate the results into actionable messages and deliverables
• Thrives in fast-paced environment, adept at managing multiple priorities in a dynamic environment to drive results
• Well-versed in SaaS business processes and customer lifecycle
• Combination of strong intellect, exceptional active listening skills, and creative problem solving skills
• Excellent verbal & written communication skills, including the ability to synthesize information that can be easily consumed by various executive audiences

Responsibilities

• Lead NPI & GTM readiness for operations, refining & optimizing processes for strategic products, including new business models
• Influence and work cross-functionally to align functional plans, identifying, and actively managing risks and issues to resolution to ensure successful launch
• Ensuring comprehensive planning across sales & ops processes (goal to commission, lead to cash, account planning, deal lifecycle) and tools (CPQ, CLM, Dashboards) across all sales roles
• Define & manage KPI’s (leading, lagging indicators) for operations success
• Accountable for identifying and driving action plans cross-functionally to improve KPI’s
• Mobilize and lead a variety of initiatives, including digitization and automation projects
• Develop, manage and execute detailed project plans that consider all requirements, constraints, resources, and deliverables associated with the defined objectives
• Drive projects from inception to completion, ensuring all workstream deliverables are completed on time, on budget, and with quality
• Conduct thorough and detailed analysis to produce data driven recommendations to enable leadership decisions
• Deliver progress updates to stakeholders and leadership
• Continuously apply a customer / partner lens across the customer journey to identify and execute optimization opportunities to improve NPI objectives

Benefits

Work Personas (flexible, remote, or required in office)