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Senior Business Process Optimization Manager, Marketing


At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

Company Description

ServiceNow is making the world of work, work better for people. Our cloud-based platform and solutions deliver digital workflows that create great experiences and unlock productivity for employees and the enterprise. We’re growing fast, innovating faster, and making an impact on our customers’ and employees’ lives in significant and important ways. With over 6,900 customers, we serve approximately 80% of the Fortune 500, and we’re on the 2020 list of FORTUNE World’s Most Admired Companies.®

We’re looking for people who are ready to jump right in and help us build on our incredible momentum, our diverse, engaged workforce, and our purpose to make the world of work, work better.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description


The Marketing Operational Excellence Program Management Office enables Marketing to successfully execute on cross-functional, high value strategic priorities by: increasing time to value for key programs through program and change management, defining the architecture and frameworks needed to manage the marketing portfolio, and developing operational excellence capabilities in the Marketing organization.

Position Summary

The Business Process Optimization Lead drives business process improvement/transformation for Marketing across the enterprise to optimize experience, streamline processes while improving overall effectiveness and efficiencies. He/she understands best practices for business performance improvement and process design, is able to demonstrate ability to evaluate and assess gaps and opportunities and develop scalable outcomes.

The Business Process Optimization Lead will document As-Is and To-Be business processes, conduct analysis to recommend optimization opportunities and metrics to scale. In addition to rolling up her/his sleeves to transform business processes, the Business Process Lead will aid in determining and prioritizing technical requirements to deliver processes and metrics that Marketing must develop in order to achieve our priorities and desired outcomes. He/she will need to work cross-functionally and organizationally, partnering with business stakeholders, IT, etc.

Finally, the Business Process Optimization Lead will educate, coach and mentor newly maturing project and program managers across Marketing. He/she will provide process improvement coaching to ensure a disciplined, data-driven approach to problem solving that will deliver on customer and business requirements and be a key contributor to the development of behaviors and practices that foster a culture of accountability and excellence in delivery.

What You Get To Do In This Role:

Analyze Data

  • Work with senior leaders and stakeholders to lead the assessment, quantitative analysis and identification of current state processes, pain points and barriers then prioritize and recommend process improvement efforts (future state solutions) aligned with the strategic plan to ensure long-term organizational improvements
  • Partner with the business to create fact-based business cases that support process re-engineering efforts through a defined and measurable value-driven roadmap.
  • Design/Redesign Business Processes

  • Design and deploy a functional operational excellence roadmap to drive process improvement prioritization, scheduling, and value flow.
  • Leverage established process improvement (i.e. Lean and Six Sigma) methodologies to map current state processes and value streams including, process profiles, timings, counts, roles and responsibilities along with other key data elements.
  • Develop, maintain and update standardized operating procedures and policies that reduce process variation and drive process flexibility, efficiency and effectiveness.
  • Increase the effectiveness and efficiency of the organization’s performance across all functions by fostering cross functional relationships, decreasing redundant work, and removing non-value-added work.
  • Drive BPM Adoption

  • Measure, monitor, and evaluate the effectiveness of improvements post implementation and make appropriate future enhancements to optimize efficiency and effectiveness.
  • Measure, Evaluate and Report

  • Develop relevant KPIs and metrics aligned with the strategic plan, processes and deliverables (Scorecard development), to ensure an integrated, cascading measurement/feedback system.
  • Provide regular status updates and reports to ensure the operational excellence roadmap, program and projects plans and functional process improvement plans add ongoing value.
  • Enhance Functional BPM Capability

  • Serve as an expert in process transformation/optimization/improvement methods and tools to drive functional operational excellence capability.
  • Serve as a change agent by driving the required cultural transformation and the adoption of successful process improvement practices and by diagnosing barriers to project success to facilitate resolution.
  • Drive a BPM culture by developing and deploying tools and techniques that mobilize and develop individuals at all levels, encouraging cross-team collaboration to achieve positive BPM results for the organization.
  • Provide just-in-time and hands-on BPM team facilitation/training, guidance, coaching, and mentoring to drive BPM adoption and integration.
  • Manage BPM Projects

  • Assist or Lead multiple, complex, high-visibility BPM projects that challenge the business to generate productivity increases, reduce rework, improve quality and increase cost savings for reinvestment.
  • Develop, execute and sustain effective project management process improvements to drive project productivity improvements.
  • Deploy Best Practices

  • Evaluate opportunities to bring best practices from other organizations in business processes, measurement/KPIs, and data analytics.
  • Standardize operational excellence best practices across the organization to drive functional consistency and robust standardization.
  • Critical Success Behaviors

    • Effective Communications – Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
    • Flexibility and Adaptability – Knowledge of successful approaches, tools, and techniques for dealing with changes and adapting to a changing environment; ability to adapt as needed.
    • Influencing – Knowledge of effective influencing tactics and strategies; ability to impact decisions within and outside own organization.
    • Managing Multiple Priorities – Ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation.
    • Organizational Change Management – Knowledge of and ability to align the organization’s people and culture with changes in business strategy, organizational structure, technology and business processes.
    • Organizational Savvy and Politics – Knowledge of organizational politics and political tactics; ability to effectively navigate formal and informal communication and decision-making channels
    • Problem Solving – Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply this knowledge appropriately to diverse situations.


    To be successful in this role you have:

    • 12+ years’ experience and expertise supporting and leading in the areas of Business Process Management, Business Process Improvement, Operational Excellence, Continuous Improvement
    • 5+ years of experience in enterprise software or similar industry, specifically supporting a commercial function. A broad understanding of the business is highly desirable.
    • Direct experience structuring and leading process improvement, designing and defining processes and workflow modeling across all levels (processes, sub-processes, activities, tasks, methods and procedures)
    • Experience in multiple cross-functional business process areas.
    • Demonstrated project management skills and ability to manage multiple tasks in a dynamic environment.
    • Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualizations
    • Excellent problem-solving, conflict resolution, active listening, and time management skills.
    • Commitment to producing high-quality, cutting edge deliverables
    • Demonstrated experience in the use process improvement methodologies, such as Lean or Six Sigma, and related approaches, such as Kaizens and Root Cause Analysis
    • Certified Six Sigma Black Belt, Business Process Professional (CBPP®) or Certified Business Process Leader (CBPL™) Qualification is highly desirable
    • Bachelor’s degree in Business, Technology or Engineering preferred.

    Additional Information

    ServiceNow is an Equal Employment 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.

    All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

    If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

    For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

    Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site .

    Work personas

    Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office.

    Required in Office

    A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


    A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


    A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.

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    Senior Business Process Optimization Manager, Marketing

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    At ServiceNow, we deliver digital workflows that create great experiences and unlock productivity.

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