Senior Manager - AI Process and Programs

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

The Senior Manager comes with the opportunity to play a pivotal role in transforming the business to drive lasting impact for the organization. The ideal candidate is a proven relationship builder, versatile, and an intellectually curious individual who can develop trust with key leaders and stakeholders across the organizations to “make it happen.” This role will handle several principal duties, all focused on orchestrating and prioritizing AI initiatives that accelerate sales productivity and performance. This role will be central to shaping how AI is embedded across our sales motion—from rep experience to coaching, forecasting, and pipeline management.

What you get to do in this role:

• Drive end-to-end execution of AI programs aligned to GTM priorities and rep participation goals
• Define motions to enable consistency while supporting regional differences
• Work closely with sales and customer success leadership to align AI efforts with business outcomes
• Maintain a clear roadmap of AI initiatives, balancing quick wins with long-term impact
• Translate AI outputs into actionable insights for frontline managers and sellers
• Serve as the connective tissue between technical teams, operations, customer success, and sales leaders
• Visualize the strategy to achieve the long-term roadmap and provide suggestions to leadership on how we could better achieve our goals
• Be proactive. Identify and recommend creative ideas to improve business operations
• Stay updated with the latest industry trends and technologies
• Be a thoughtful steward of our values we evolve our culture for as a company

Qualifications

Our ideal candidate:

• 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
• 5+ years of experience in sales operations, process optimization, or a similar role.
• Proven experience in program management, ideally in AI, analytics, or sales enablement.
• Fluent in various AI tools and an advocate for AI
• Ability to translate technical concepts into business impact
• Excellent communication and cross-functional collaboration skills. A proven ability to effectively interface with a diverse range of roles at all levels
• Excellent analytical and problem-solving skills
• Proficiency with CRM software and other sales tools
• Ability to work collaboratively with cross-functional teams
• Demonstrated ability to lead change and drive process improvements
• Strong leadership skills. Able to influence, guide and convince. Has a history of having been a thought-leader who people follow and admire
• Ability to manage change and ambiguity with an action-orientation/drive – must thrive in a dynamic environment
• High energy, strong work ethic, disciplined execution skills, willingness to do whatever it takes to deliver results

Behaviors:

• Curious
• Results-oriented
• Bridge-builder
• Ability to influences at multiple levels
• Resilient
• Highly observant
• Ability to operate in ambiguity

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 employe