Program and partner operations manager customer health assurance

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.

Reporting to the Program Operations Lead of the Customer Health Assurance CHA team within the Customer Excellence Group CEG, the Program and Partner Operations Manage r will support global program execution partner initiatives and cross functional alignment across Sales Customer Excellence Partners and Strategic Operations teams.

This role will also provide operational support for CHA Geo Strategic Advisors and Platform Strategists ensuring efficient processes consistent communication and strong partner collaboration to drive global scale.

What You Will Do in This Role

Support global operations for the Customer Health Assurance CHA program ensuring alignment across regions partners and internal teams

Partner with Geo and Major Area Leads to identify at risk accounts coordinate actions track progress and provide visibility to CHA and CEG Leadership

Collaborate with Strategic Advisors and Platform Strategists to drive program execution resource alignment and timely issue resolution

Coordinate across Sales CEG GPC and Strategic Operations to align priorities streamline data reporting and enhance partner engagement

Manage updates and reporting on key deliverables milestones and partner initiatives biweekly monthly quarterly

Support the intake tracking and reporting of partner requests work orders and resource allocations

Identify recurring operational challenges and recommend process improvements including development of self serve assets playbooks and enablement materials to drive efficiency and scalability

Contribute to partner enablement and communications to ensure clarity around engagement models timelines and deliverables

Assist with the creation of collateral success stories and program summaries for internal and partner distribution

To be successful in this role you have

5 to 7 years of experience in global operations partner management or program coordination

Experience supporting large scale cross functional programs or customer success initiatives

Excellent organizational skills with a strong focus on execution follow through and attention to detail

Strong written and verbal communication skills with experience preparing summaries and executive ready materials presentations

Familiarity with CRM systems dashboards and internal support ticketing tools for tracking and reporting

Experience working with global teams across multiple time zones and levels

Familiarity with ServiceNow programs tools and processes or similar enterprise environments preferred

For positions in this location, we offer a base pay of $140,700 - $239,200, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies, and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.

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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