Senior Business Operations Manager

🔥 34 minutes ago

🗽 New York – Remote

🗽 New York – Remote

💵 $148.4k - $259.7k / year

⏰ Full Time

🟠 Senior

⚙️ Business Operations

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ServiceNow

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2004

🏢 Enterprise

☁️ SaaS

🤖 Artificial Intelligence

💰 Post-IPO Equity on 2022-12

Enterprise • SaaS • Artificial Intelligence

ServiceNow is a platform that offers AI-powered solutions and automation for businesses to enhance productivity and streamline workflows. Its AI agents are designed to autonomously learn, reason, make decisions, and take action to transform business processes across various domains such as IT, HR, customer service, and app development. The platform enables organizations to integrate data from diverse sources, facilitating business transformation and operational efficiency. Recognized for its leadership in AI IT service management and trusted by a significant portion of the Fortune 500, ServiceNow collaborates with other global leaders like Microsoft and AWS to bring advanced AI capabilities to modernize business operations.

📋 Description

• Design and stand up the operational framework for Carahsoft across the US and Canada, including processes, roles, service levels, and escalation paths • Define operating cadence, including business reviews, forecast calls, issue triage, and governing documentation • Establish decision rights between ServiceNow and Carahsoft for pricing, deal registration, partner eligibility, and exceptions • Own end-to-end reseller onboarding through Carahsoft, from partner qualification through certification, enablement, and first deal • Build activation plans, track partner readiness, identify enablement gaps, and coordinate enablement activities • Manage deal flow from reseller registration through quote, order, fulfillment, and booking • Resolve deal-flow bottlenecks and monitor pipeline and bookings data • Produce regular performance reporting for ServiceNow leadership • Ensure transactions comply with program rules, pricing governance, and contract terms • Coordinate prebuy and inventory structures, including forecasting, replenishment, and working capital considerations • Track inventory positions and flag risks to protect margin and commitments • Ensure alignment with US federal, state, and local procurement requirements, including GSA schedules, cooperative contracts, and public sector contracting vehicles • Support compliance with trade and export controls, sales tax, invoicing, and data privacy requirements across US and Canadian operations • Partner with Legal, Finance, Tax, and Trade Compliance on jurisdiction-specific questions • Serve as day-to-day operational point of contact between ServiceNow and Carahsoft • Build relationships with US and Canada sales leaders, partner managers, and central GPC functions • Escalate issues with options and recommendations and drive them to resolution • Define and track KPIs for distributor performance, partner activation, and time to revenue • Identify process improvements and document lessons learned as the program scales

🎯 Requirements

• 8+ years of experience in channel operations, distribution management, or indirect sales operations • At least 3 years in a senior or lead capacity • Direct experience managing or operationalizing a distributor or channel partner program in the US or Canada • Working knowledge of public sector contracting, including GSA schedules and cooperative purchasing contracts • Familiarity with sales tax, export controls, and US and Canadian invoicing obligations • Strong operational discipline and ability to translate a launch plan into a working system • Excellent written and verbal communication in English • Ability to work across Sales, Finance, Legal, and Partner Management and influence without direct authority • Proficiency with Excel and business reporting tools • Experience with CRM and partner management platforms • Willingness to travel regularly to Carahsoft and partner sites • Authorization to work in the United States • Preferred: experience at a major technology distributor or value-added reseller, particularly one with a public sector practice • Preferred: experience launching a new distribution model or distributor onboarding in a new market • Preferred: familiarity with prebuy, floor-plan, or inventory financing structures • Preferred: experience with FedRAMP, FAR-based contracting, or other federal procurement frameworks • Preferred: experience with ServiceNow’s partner ecosystem or a comparable enterprise software program • Preferred: Canadian channel or public sector experience, including familiarity with Canadian procurement vehicles

🏖️ Benefits

• Equity (when applicable) • Variable/incentive compensation • Health plans • Flexible spending accounts • 401(k) Plan with company match • ESPP • Matching donations • Flexible time away plan • Family leave programs • Flexible or remote work persona, depending on work and assigned location

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