Sr. Technical Program Manager (Remote Eligible in Bulgaria)

As the Technical Program Manager for AI Experiences, you’ll partner with product, design, and engineering teams building native AI experiences and agents so that customers meet one connected product, not a collection of separate features. You’ll map the journeys customers take across AI features, align teams on how those journeys should feel and behave, and make experience quality visible to design and product leadership through metrics and reporting.

You will work remotely from Bulgaria and will be reporting to the Manager, Technical Program and Operations.

You Will:

• Drive experience continuity. Maintain a view of the end-to-end customer journeys that cross multiple AI features, such as starting a task with one agent and finishing it in another. Name a single accountable owner for each journey, set decision dates, and overlay team roadmaps without replacing them.
• Establish experience standards. Work with product and design to set shared interaction patterns and behaviors: how handoffs are presented, what context carries over, how agents identify themselves, how permissions are explained, and how errors are handled and recovered from. Publish them as guidance teams can apply.
• Center decisions on user value. Frame trade-offs in terms of customer outcomes. Review upcoming features against the agreed journeys, and raise gaps and inconsistencies before release.
• Drive cross-team decisions to closure. Sequence product, UX, research, engineering inputs, and run working sessions with named owners and dated action items.
• Report on an experience scorecard. Define metrics that capture task completion across features, drop-off at handoffs, consistency results, customer trust and satisfaction, and time to value. You’ll set baselines and targets, secure instrumentation with analytics and research partners, and bring the results into reporting. 
• Reduce fragmentation. Identify places where similar tasks behave or read differently across features, and drive alignment plans that you track across teams.
• Bring customer evidence into planning. Work with UXR, support, and customer success to turn feedback and usage data into a prioritized list of continuity issues.
• Partner with the platform program. Translate journey requirements into component needs with the TPM, AI Platform. Agree on a shared view of sequencing and dependencies, and avoid duplicating each other’s work.
• Communicate clearly. Write decision-first and outcome-first updates tailored to leaders and project stakeholders

You Have:

• 2-4 years of program or product management experience on cross-functional programs that span product, design, and engineering teams across multiple timezones.
• Experience working closely with UX and design, and using research and customer feedback to shape decisions. You can read a user journey and spot where it breaks.
• Working knowledge of AI agent experiences as customers see them: conversational interfaces, agent handoff, context and memory, transparency, trust, and error recovery.
• Experience defining experience or product-quality metrics: baselines, targets, instrumentation, and adoption or satisfaction measures.
• Proven ability to lead without authority across product, UX, engineering, and research.
• Strong planning discipline: dependency mapping, risk tracking, and capacity awareness.
• Excellent written communication, especially decision memos and executive reporting.
• Legal eligibility to work in Bulgaria on an ongoing basis.
• Fluency in English is required.

Nice to have:

• Experience with design systems or pattern libraries across many teams.
• Familiarity with journey mapping, service blueprints, and usability testing.
• Familiarity with responsible AI for users – i.e., disclosure, consent, and explainability.
• Experience with Jira, Confluence, Figma, and work-management tools at scale.

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.