Sr. Dir., AMS Customer Excellence Strategic Operations

Job Description We are looking for a Senior Director, AMS Customer Excellence Strategic Operations to lead a team Operations professionals supporting the AMS Customer Excellence Group of >1,000 professionals and growing.  You will be a trusted advisor to the AMS Customer Excellence leadership team, working cross-functionally to ensure elite level execution as well as critical support and leadership through the transformation agenda. Ultimately, this leader will drive the strategic planning, business execution, and operational excellence initiatives across Customer Success and Expert Services, ensuring alignment with long-term goals and delivering measurable results.    The ideal candidate is passionate about delighting our customers through their experiences with ServiceNow solutions.    Key responsibilities in this role Lead Americas Customer Excellence Operations to maximize the future revenue growth for the region.  Generate business insights through advanced analytics and data mining to improve the customer success and sales GTM Partner with the Americas Customer Excellence leader leadership to drive customer adoption, manage sales forecasting and lead operational cadence   Lead cross functional initiatives to transform and streamline processes to drive improved sales productivity and velocity.  Lead annual planning activities including growth projections, headcount and opex planning, territory & quota setting and coverage optimization for customer success and services sales Identify opportunities to automate / streamline tasks utilizing ServiceNow workflows  Oversee budget management, operating expense (OPEX) headcount management, and financial planning  Manage the Red Account process and drive downsell and adoption strategies and any associated operationalization  Strategic insights and action plans for all areas of the business  Manage resource allocation and ensure effective delivery operations for Customer Success and Expert Services.  Design and execute go-to-market (GTM) strategies, including role design, coverage strategies, sales incentive design and the execution of these items including compensation administration.