Principal Customer Excellence Transformation Manager (Remote Eligible)
About The Position
Smartsheet is a technology company focused on empowering teams to manage work, automate workflows, and build solutions using no-code tools. The Principal Customer Excellence (CE) Transformation Manager is a key strategic role within the Chief Customer Officer's (CCO) organization, reporting to the Sr. Director, Customer Excellence Transformation & Operations. This position is responsible for driving operational rigor and execution excellence to advance the CCO's strategic agenda. The role acts as a central point for initiatives, stakeholders, and teams, ensuring prioritization, tracking, and delivery with clarity and accountability. It's a high-visibility, high-impact position with broad exposure across the business, offering the opportunity to influence organizational operations and customer outcomes. The role can be based in Bellevue, WA, or be remote within the US where Smartsheet is a registered employer.
Requirements
- 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).
Nice To Haves
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
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
- Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- 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)
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What This Job Offers
Job Type
Full-time
Career Level
Principal
Education Level
No Education Listed
