Emerging Markets Strategy & Ops

WHO WE ARE Serval http://serval.com/ is the AI-native enterprise service management platform that automates the work legacy IT service management tools only track. Our AI agents build the automations that power employee support, then resolve requests against them instantly—helping teams across IT, HR, finance, legal, and beyond automate work within one governed platform. Companies including Fox, Live Nation, Notion, Ramp, and Lucid Motors run on Serval. Headquartered in San Francisco, we’ve raised $277 million from investors including Sequoia Capital, Redpoint Ventures, First Round, General Catalyst, and Elad Gil, most recently a $150 million Series C at a $3 billion valuation. We’re building a team that moves quickly, takes ownership, and wants to make a meaningful impact on how the world’s largest organizations work. Come help us build what’s next for enterprise service management. ABOUT THE ROLE This is the first dedicated Strategy & Operations hire for Emerging Markets at Serval and a critical priority for the go-to-market team. You will own the strategy and operating engine for the markets Serval is entering next: the person who helps grow zero-to-one from idea to a repeatable motion. Focus areas include new geographies and customer segments within existing geographies. You will identify the strategic levers needed to win in each market, drive the execution to get there, and spot and address the gaps months before they materialize. WHAT YOU'LL DO Set strategic direction and drive execution - Refine the entry thesis for each new market: sizing, ICP, competitive landscape, required investment, and the milestones that tell us to accelerate or pull back - Partner with GTM leadership on the go-to-market model for each market (direct vs. partner-led, coverage model, sub-market areas for focus, hiring strategy) - Implement a scalable operating cadence (market reviews, pipeline reviews, launch readiness checkpoints, business reviews) and drive the follow-through - Partner with RevOps, Marketing, and Sales to make market-specific investments (e.g., data / targeting, marketing campaigns) - Design territories, account distribution, and pre- / post- sales support coverage for new market teams - Build the partner, reseller, and SI strategy where it accelerates entry - Partner with Commercial Operations to adjust our pricing model to the needs of new markets - Drive day-to-day strategic decision-making to operationalize and build these new segments Improve workflows and process - Find friction in selling into new markets and remove it: local quoting, security and compliance reviews, procurement, handoffs to deployment, anything costing reps time they should spend with customers - Codify a repeatable market launch playbook (launch checklists, qualification standards, stage definitions adapted for longer public sector cycles) so each new market is faster than the last - Improve our GTM systems and data architecture (Salesforce and the surrounding stack) to support new market entry and unique segment requirements - Drive adoption of AI wherever possible. Look for places Serval itself should be doing this work. We automate other companies' operational drag, and we should be our own best customer Foster data-driven decision-making - Build the analytics that explain new-market performance: pipeline generation, conversion, cycle time, deal size, and win/loss versus the core business, plus the leading indicators of product-market fit in each market - Diagnose current and future gaps, then design and drive fixes. This role is measured on outcomes changed, not dashboards shipped - Partner with Finance, Revenue Strategy & Operations, SE Strategy & Operations, and Central RevOps on capacity planning, headcount modeling, and market-level P&L WHAT YOU'LL BRING - 6-10+ years of experience, with a strong background in Strategy & Operations, Business Operations, Revenue Operations, or new-market GTM at a high-growth B2B software company. Management consulting, investment banking, private equity backgrounds desired - Demonstrated experience driving open-ended initiatives from strategy through execution, especially ones with heavy dependencies on Legal, Finance, Security, and People - Strong analytical horsepower: you can structure an ambiguous question, pull the data yourself, spot the insights, and land on a recommendation. Excel or Sheets mastery required, SQL and BI tooling preferred - Comfort and credibility working with senior GTM leadership through individual reps, as well as cross-functional stakeholders across Product, Engineering, Security, Legal, and Finance, and external partners - Knowledge of Salesforce and the GTM tech stack (Gong, ZoomInfo, Outreach, Amplemarket, Clay, etc.) a plus - Judgment about what matters. The hardest skill here is knowing which markets, and which bets within them, actually move the business forward - Comfort with ambiguity and a bias to build. There is no playbook yet. You are writing it - Bonus points: opening a new region from first deal to first team, firsthand experience with new market entry for a B2B tech product - Must be willing and able to work onsite five days per week in San Francisco or New York, with periodic work travel to emerging market locations   WHAT WE OFFER - Impact: Be a key player in shaping the success of our product and company. - Growth: Build a fundamentally new AI product offering with the support of our experienced team and investors. Grow rapidly with the company. - Culture: Join a culture that values innovation, ownership, accountability, and fun.