NPI Director - Operations Readiness
$165.6k - $289.8k+ Equity + Variable/incentive compensation
Expert
Master's
San Diego, CA, USA
Hybrid
Sales & Account ManagementSales Operations
About the job
Requirements
- Proven experience launching SaaS offers, with expertise in lead-to-cash, goal-to-commission, and idea-to-offer processes.
- Strong program and project management skills and facilitation skills.
- Ability to motivate others, drive collaboration and teaming, and resolve conflict between diverse stakeholder groups.
- Ability to conduct meaningful analysis of complex data and translate results into actionable messages and deliverables.
- Ability to manage multiple priorities in a dynamic, fast-paced environment.
- Knowledge of SaaS business processes and the customer lifecycle.
- Excellent verbal and written communication skills, including the ability to synthesize information for executive audiences.
Responsibilities
- Lead NPI and GTM readiness for operations, refining and optimizing processes for strategic products, including new business models.
- Influence and work cross-functionally to align functional plans, identify and actively manage risks and issues to resolution, and ensure successful launches.
- Ensure comprehensive planning across sales and operations processes—including goal-to-commission, lead-to-cash, account planning, and deal lifecycle—and tools including CPQ, CLM, and dashboards across all sales roles.
- Define and manage leading and lagging KPIs for operations success.
- Identify and drive cross-functional action plans to improve processes and KPIs.
- Mobilize and lead initiatives, including digitization and automation projects.
- Develop, manage, and execute detailed project plans accounting for requirements, constraints, resources, and deliverables.
- Drive projects from inception to completion, ensuring workstream deliverables are completed on time, on budget, and with quality.
- Conduct detailed analysis to produce data-driven recommendations for leadership decisions.
- Deliver progress updates to stakeholders and leadership.
- Apply a customer and partner lens across the customer journey to identify and execute optimization opportunities that improve NPI objectives.
Desired Qualifications
- A master's degree in Business, Product Management, or Operations and 10 or more years of related experience.
- Experience leading matrixed teams and people management.
- Strong leadership and influencing skills, including the ability to collaborate cross-functionally, challenge the status quo, and build mindshare toward common goals.
- Excellent people leadership skills and experience, including the ability to build strong, diverse, high-performing teams.
- A highly analytical, fact-driven, and process-oriented mindset.
- A combination of strong intellect, active listening, and creative problem-solving skills.
About the company
ServiceNow builds cloud software that helps large organizations manage work across IT, customer service, human resources, and security. Its applications handle tasks such as resolving support tickets, onboarding employees, and responding to customer requests. Businesses configure forms, approval steps, and automation through visual tools on a common platform, connecting existing systems and using AI to assist workers or carry out tasks. The company sells subscriptions to its applications and platform, with professional services helping customers implement and use the software. Founded in 2004, ServiceNow is headquartered in Santa Clara, California.
Company Size
10,001+
Company Stage
IPO
Headquarters
Santa Clara, California
Founded
2004
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Simplify's Take
What believers are saying
- Subscriptions grew: ServiceNow reported $3.877 billion in subscription revenue for the June 2026 quarter, up 24.5% year over year.
- Hybrid work is established: ServiceNow says most staff have flexible arrangements, requiring two or more office days weekly.
- Security work expanded: the April 2026 Armis acquisition added protection for industrial equipment, medical devices, and connected hardware.
What critics are saying
- Subscription margins narrowed: in June 2026, ServiceNow kept 73.5% of subscription revenue after direct costs, versus 80% a year earlier.
- Remote roles limit relocation: ServiceNow requires staff to remain within their employment state, province, region, or country.
- Older versions lose support: ServiceNow supports two release families and schedules upgrades for customers who fall behind.
What makes ServiceNow unique
- Customers get separated systems: ServiceNow assigns each customer its own software instance and database, unlike shared tenant designs.
- Outages get business context: ServiceNow's configuration database maps servers and applications to the business services depending on them.
- Customers choose upgrade timing: ServiceNow's separate instances let enterprises schedule releases independently from other customers.
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Benefits
- Generous family leave
- Flexible PTO
- Matched Donations
- Retirement benefits
- Annual learning stipends
- Paid volunteer time