Senior Director, Transformation & Business Operations

Smartsheet•Bellevue, WA

2d•$205,000 - $285,000•Remote

About The Position

Smartsheet is in the midst of a profound product and business transformation, with its AI roadmap fundamentally reshaping how value is delivered to customers. These innovations are not just changing the product but also reshaping work, particularly within the Customer Excellence organization, which encompasses professional services, customer success, customer experience, and customer support. This is a consequential role within Customer Excellence, where the Senior Director, Transformation & Business Operations will help the Chief Customer Officer (CCO) operate at full leverage by aligning priorities and driving transformation initiatives. This role involves translating the CCO's vision into an operating rhythm, establishing programmatic infrastructure for transformational initiatives, and facilitating change management.

Requirements

10+ years of progressive experience in Customer Success, Professional Services, business operations, strategy, or management consulting.
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.
Experience building or leading strategic programs or large-scale transformation initiatives in a go-to-market/post-sale organization.
Strong financial acumen, including building post-sale workforce models, partnering with Finance, and framing strategic decisions in terms of cost, efficiency, and ROI.
Unusually strong judgment, ability to handle sensitive information, navigate ambiguity, and make decisions in the absence of perfect data.
Executive presence and credibility; ability to represent the CCO's perspective, hold their own with senior stakeholders, and influence without direct authority.
Ability to synthesize complex, ambiguous situations into clear, compelling recommendations for senior audiences.
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 time, attention, and decision-making are focused on the highest-leverage priorities.
Own the CCO's operating rhythm, including staff meetings, leadership offsites, QBRs, and board or executive committee touchpoints, ensuring each is well-structured, purposeful, and followed up on.
Prepare the CCO for board presentations, investor briefings, and executive leadership forums, including developing the narrative, structuring materials, and synthesizing supporting data.
Act as a proxy for the CCO in cross-functional forums when appropriate, representing the CE organization's priorities and driving decisions forward.
Manage high-priority special projects on behalf of the CCO that require senior judgment and confidentiality.
Monitor organizational health signals such as team sentiment, retention risk, and cross-functional friction, and surface them proactively with recommended actions.
Own the CE organization's performance management framework, defining KPIs, OKRs, and leading indicators that reflect business health across CS, PS, Support, and CX programs.
Build and maintain executive dashboards and reporting cadences for the CCO to run the business and communicate performance to the C-suite and board.
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, including headcount modeling, investment prioritization, and goal-setting alignment.
Identify performance trends, risks, and opportunities ahead of the leadership team and bring forward pointed recommendations.
Lead Customer Excellence Transformation Initiatives, including the program infrastructure for identifying, designing, and executing strategic change initiatives.
Define the methodology for scoping, resourcing, governing, measuring, and closing transformation initiatives.
Own the CE transformation roadmap, providing a view of cross-functional change programs, their interdependencies, and expected business impact.
Assess the role of AI in strategically enriching, enhancing, and reshaping existing workflows.
Lead change management on major CE initiatives, ensuring program design accounts for adoption.
Partner with VPs and Senior Directors to identify where process, tooling, or structural changes are needed and build the case for investment.
Serve as the connective tissue between the CCO's office and the broader CE leadership team, ensuring alignment, surfacing conflicts, and creating conditions for effective decision-making.
Build and maintain strong partnerships with Finance, Sales, Product, and People teams to coordinate CE initiatives with broader company priorities.
Drive accountability across CE program owners by establishing clear decision rights, escalation paths, and communication standards.
Offer insights, data, and conviction to inspire faster, more confident 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)