Principal Customer Excellence Transformation Manager (Remote Eligible)
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AI Summary
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.
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, and India. 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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