Senior Director, Transformation & Business Operations

Smartsheet•Bellevue, WA

1d•Remote

About The Position

Smartsheet is undergoing a significant product and business transformation, with its AI roadmap reshaping customer value delivery. This role is crucial within the Customer Excellence organization, which encompasses professional services, customer success, customer experience, and customer support. The Senior Director, Transformation & Business Operations will act as a key partner to the Chief Customer Officer (CCO), aligning priorities and driving transformation initiatives. This position focuses on translating the CCO's vision into an operational rhythm, establishing the necessary infrastructure for transformational initiatives, and facilitating change management, rather than a purely scheduling or logistical function.

Requirements

10+ years of progressive experience in Customer Success, Professional Services, business operations, strategy, or management consulting, with meaningful exposure to enterprise SaaS.
Demonstrated experience operating as a Chief of Staff, Strategy Lead, or senior business partner to a C-level executive.
Exceptional analytical and storytelling ability — ability to work from raw data to board-ready, insights-driven narrative.
Experience building or leading strategic programs or large-scale transformation initiatives in a go-to-market/post-sale organization.
Strong financial acumen — ability to build post-sale workforce models, partner with Finance, and frame strategic decisions in terms of cost, efficiency, and ROI.
Unusually strong judgment: ability to handle sensitive information, navigate ambiguity, and make calls in the absence of perfect data.
Executive presence and credibility — ability to represent the CCO's perspective, influence peers and senior stakeholders, and synthesize complex, ambiguous situations into clear, compelling recommendations.
High organizational EQ — understanding of informal and formal organizational dynamics.

Nice To Haves

Experience in a high-growth SaaS company scaling a Customer Experience or Go-to-Market function through a significant inflection point.

Responsibilities

Serve as a trusted thought partner and force multiplier to the CCO, ensuring their focus on high-leverage priorities.
Own the CCO's operating rhythm, including staff meetings, leadership offsites, QBRs, and executive committee touchpoints.
Prepare the CCO for board presentations, investor briefings, and executive leadership forums.
Act as a proxy for the CCO in cross-functional forums when appropriate.
Manage high-priority special projects on behalf of the CCO.
Monitor organizational health signals and proactively surface them with recommended actions.
Own the Customer Excellence (CE) organization's performance management framework, defining KPIs, OKRs, and leading indicators.
Build and maintain executive dashboards and reporting cadences for the CCO.
Translate complex performance data into clear, compelling narratives that drive decisions.
Lead the CE organization's annual planning process in partnership with the CCO and Finance.
Identify performance trends, risks, and opportunities and bring forward recommendations.
Lead Customer Excellence Transformation Initiatives, including program infrastructure for scoping, resourcing, governing, measuring, and closing strategic change initiatives.
Define the methodology for transformation initiatives.
Own the CE transformation roadmap, tracking cross-functional change programs, interdependencies, and business impact.
Assess the role of AI in strategically enriching, enhancing, and reshaping existing workflows.
Lead change management on major CE initiatives, focusing on adoption by people and teams.
Partner with VPs and Directors to identify areas for process, tooling, or structural changes and build the case for investment.
Serve as the connective tissue between the CCO's office and the broader CE leadership team.
Build and maintain strong partnerships with Finance, Sales, Product, and People teams.
Drive accountability across CE program owners by establishing clear decision rights, escalation paths, and communication standards.
Offer insights, data, and conviction to inspire adoption of AI-enabled operating models and workflows across Customer Excellence.

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)