For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day.

Smartsheet is a tech company with a human story to tell. We’re here to empower teams to manage projects, automate workflows, and rapidly build new secure solutions, using simple no-code tools. We’re revolutionaries – so for us changing the way the world works is all in a day’s work.

The Principal Customer Excellence (CE) Transformation Manager is a critical strategic partner to the Sr. Director, Customer Excellence Transformation & Operations within the Chief Customer Officer's (CCO) organization. This role is responsible for driving the operational rigor and execution excellence needed to advance the CCO's strategic agenda across the Customer Excellence organization. The Principal will serve as a connective layer across initiatives, stakeholders, and teams — ensuring the right work is prioritized, tracked, and delivered with clarity and accountability.

This is a high-visibility, high-impact role at the center of the CCO's transformation agenda. You will work directly with senior leaders shaping the future of Customer Excellence, with broad exposure across the business and genuine opportunity to influence how the organization operates and delivers outcomes for customers.

You will report to the Sr. Director, Customer Excellence Transformation & Operations and can be based in our Bellevue, WA office or work remotely from anywhere in the US where Smartsheet is a registered employer.

You Will:

Initiative Management & Tracking

Lead end-to-end program management of key strategic initiatives across the CCO's Customer Excellence remit
Develop and maintain comprehensive initiative tracking frameworks, dashboards, and status reporting
Proactively identify risks, dependencies, and blockers; escalate and resolve with appropriate urgency
Ensure consistent governance standards, milestone tracking, and delivery cadence across all CE programs

Stakeholder Alignment & Engagement

Build and maintain strong relationships with key stakeholders across CE, Sales, Product, Finance, and Operations
Facilitate cross-functional alignment sessions, steering committee meetings, and executive briefings
Translate complex program status and insights into clear, compelling communications for senior leadership
Act as a trusted liaison between the Head of Transformation & Business Operations and CE team leads

Project Prioritization & Portfolio Management

Partner with the Sr. Director, Customer Excellence Transformation & Operations to define and maintain a prioritized CE initiative portfolio
Develop and apply prioritization frameworks that align with CCO strategic objectives and business impact
Monitor and direct resource allocation and capacity across the CE portfolio to optimize execution
Drive quarterly and annual planning cycles to ensure the portfolio remains aligned with evolving priorities

Operational Excellence & Process Improvement

Establish and continuously improve PMO standards, tools, and processes across the CE organization
Define and implement best-practice project management methodologies tailored to CE's operating model
Identify opportunities to streamline workflows, eliminate duplication, and improve cross-team coordination
Support the development of a performance-driven culture through clear OKRs, KPIs, and accountability structures

You Have:

8+ years of experience in program/project management, PMO leadership, strategy, or business operations
5+ years of experience in Customer Success, Professional Services, business operations, or management consulting — with meaningful exposure to enterprise SaaS
Exceptional organizational skills and demonstrated success managing complex, cross-functional initiatives in a fast-paced environment and multiple competing priorities simultaneously
Strong executive presence with the ability to communicate and influence at all levels of the organization
Experience supporting or partnering with senior leaders (C-suite or VP-level) in a strategic capacity
Proficiency with project management and collaboration tools (e.g., Smartsheet, Jira, Asana, or similar)

Preferred:

Background in management consulting, transformation, organizational design, or business operations
PMP, PgMP, or equivalent project management certification
Familiarity with OKR frameworks and strategic planning processes
AI fluency and prompting skills

What Success Looks Like

CE initiatives are delivered on time, within scope, and with measurable impact
The Head of Transformation & Business Operations has full visibility into portfolio health and risks at all times
Stakeholders across the CCO organization feel aligned, informed, and enabled to execute
The PMO function is seen as a strategic enabler — not a reporting overhead — across CE
Prioritization decisions are data-driven, transparent, and consistently tied to CCO strategic objectives

Current US Perks & Benefits:

Employer subsidized medical/vision and dental coverage for full-time employees
401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
Monthly stipend to support your work and productivity
Flexible Time Away Program, plus Sick Time Off
US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
US employees receive 12 paid holidays per year
Up to 24 weeks of Parental Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
Teleworking options from any registered location in the U.S. (role specific)

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.

US Base Salary Pay Range$170,000—$230,000 USD

Get to Know Us:

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Equal Opportunity Employer:

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, India, and Singapore. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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