[Hiring] GTM Operations Director @ServiceNow

Role Description

The GTM Operations Director is responsible for building and running the operating model that scales partner-delivered and embedded solutions, driving predictable growth, partner satisfaction, and compliant execution across geos and routes-to-market. The role acts as the operational “control tower” between partnerships, product, sales, finance, and legal.

• Operational strategy and governance:
  • Define and own the end to end operating model for partner solutions and embedded offerings (from partner onboarding and solution design through co-sell, billing, and support).
  • Establish and run the rhythm of the business for partner and embedded motions, including QBRs, MBRs, pipeline and forecast reviews, and program health reviews.
  • Create and maintain clear governance, RACIs, and approval workflows for large/complex deals, non-standard terms, and new embedded constructs.
• Process, systems and tooling:
  • Design, document, and continuously improve core processes across partner GTM, sales, finance, legal, and customer success to make it “easy to do business” with and through partners.
  • Own the functional requirements and roadmap for supporting digital capabilities for partner and embedded-solution motions.
  • Drive automation and standardization of workflows, minimizing manual touchpoints while maintaining appropriate controls and compliance.
• Performance management and analytics:
  • Define success metrics and dashboards for partner and embedded solutions (e.g., attach and adoption rates, partner-sourced and influenced ACV, solution margin, partner health, time-to-launch).
  • Lead forecasting and performance reviews for partner and embedded motions, providing insight and recommendations to executive and field leadership.
  • Use data to identify bottlenecks and opportunities, prioritize improvements, and track impact of operational changes.
• Cross-functional and partner collaboration:
  • Partner with Product, Partnerships, Sales, and Finance to operationalize new embedded offerings and partner solutions, including packaging, pricing guardrails, and quote-to-cash design.
  • Serve as the primary operational point of contact for key partners on topics such as deal execution, reporting, incentives, and program requirements.
  • Coordinate with regional and route-to-market leaders to ensure global standards with local flexibility where needed.
• Risk, compliance, and quality:
  • Ensure operational compliance with partner agreements, commercial policies, and relevant regulatory requirements across embedded and partner-delivered models.
  • Define and maintain controls, documentation, and audit readiness for partner and embedded motions (e.g., discounting approvals, data sharing, incentives, and rebates).
  • Monitor quality of execution and customer/partner experience, driving corrective action plans where needed.
• Partner Solution Consulting Operations:
  • Lead operations for partner solution consulting, covering scoping, staffing, delivery governance, and post implementation review for partner-led and embedded solutions.
  • Partner with Partner Sales, Solution Consulting, and Services to support operational alignment across presales with delivery capabilities, minimizing delivery risk and rework.
  • Establish KPIs for partner solution consulting; review performance regularly and drive actions to improve efficiency and impact.

Qualifications

• 10+ years in SaaS operations, revenue operations, or partner/channel operations, including direct experience with partner ecosystems and/or embedded solution models.
• Proven track record designing and running complex GTM operating models, with measurable impact on revenue growth, productivity, and/or margin.
• Demonstrated ability to influence and collaborate with senior leaders across sales, partnerships, product, finance, and legal.
• Excellent communication skills, with the ability to translate complex operational details into clear, executive-ready narratives and decisions.

Requirements

• Experience in enterprise SaaS with large, global partner ecosystems.
• Background in management consulting, corporate strategy, or strategic operations.
• Familiarity with embedded solutions, embedded platform models, or solution-led partner motions (co-built / co-sell plays).

Benefits

• Base pay of $165,600 - $289,800, plus equity (when applicable), variable/incentive compensation and benefits.
• Competitive On Target Earnings (OTE) incentive compensation structure.
• Health plans, including flexible spending accounts.
• 401(k) Plan with company match.
• ESPP and matching donations.
• Flexible time away plan and family leave programs.