Company DescriptionIt 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 DescriptionAt ServiceNow, customer adoption drives renewal success, revenue retention, and satisfaction. As a Scale Operations Manager supporting our Mid-Market Major Area and Scale Leaders, 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.What you get to do in this role:Adoption Strategy & ExecutionPartner with Scale and Mid-Market Major Area Leaders to develop, manage, and track customer adoption plans across their portfoliosLeverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scoresEnsure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realizationDrive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executedBuild strategies to drive a sales motion to ensure MM and Commercial customers have the right level of Customer Success for post-sales coverageSupport headcount management and capacity planning, including Success Guide and CSM ratio analysis, coverage modeling, and resource allocation to ensure optimal customer supportPerformance Monitoring & Risk MitigationMonitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunitiesMonitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account ExecutivesTrack and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvementsCreate regular performance insights and recommendations for Major Area Leaders to inform strategic decisions, automating reporting where possibleOperational Excellence & GovernanceEstablish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Commercial and Mid-Market segmentsDevelop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major AreaOrganize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plansEnsure accountability and follow-through on adoption initiatives through structured tracking and regular progress reviews, leveraging automation to reduce manual effortCommunications & Stakeholder EnablementPrepare executive-ready materials for QBRs, business reviews, and strategic planning sessions, using AI tools to enhance data visualization and storytellingTranslate complex data into clear, actionable insights that drive stakeholder alignmentSupport internal communications to reinforce adoption priorities and celebrate customer success winsFoster a culture of customer-centricity, continuous improvement, and AI-enabled innovation across the teams you supportQualificationsTo be successful in this role you have: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.Strong program management skills.Excellent understanding of budget and headcount management.Excellent understanding of functional operational processes.Excellent verbal and written communication skills, teamwork skills, and an engaging personality.Ability to translate business strategies into effective narratives.Proven ability to effectively interface with a diverse range of roles at all levels.Resourceful, self-motivated, and able to independently prioritize shifting workloads in a high-growth, ever-changing environment.Ability to work in a matrix organization structure.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 environmentDemonstrated ability to build relationships and collaborate effectively with cross-functional teams and stakeholders at various levelsStrong analytical skills with the ability to work with data, identify trends, and create actionable insights using modern analytics and AI toolsExperience 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 organizationsProven track record managing multiple initiatives simultaneously with strong organizational and project management skillsExcellent communication skills with the ability to synthesize complexity and present clear recommendationsFamiliarity with customer success metrics (GRR, NPS, health scores, adoption metrics) and how they drive business outcomesA proactive, solutions-oriented mindset with enthusiasm for leveraging AI and automation to scale operationsBased in Dublin or willing to relocateAdditional InformationWork PersonasWe 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 EmployerServiceNow 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.AccommodationsWe 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 for assistance.Export Control RegulationsFor 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.From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.