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Principal Customer Excellence Transformation Manager (Remote Eligible)

3 hours, 27 minutes ago
United States
Full-time
Lead
Operations Manager
Project and Program Management
Asana JIRA
Apply Now
Smartsheet

Smartsheet

Smartsheet provides an enterprise work management platform that enables teams to efficiently manage projects, automate processes, and enhance collaboration through a user-friendly interface that combines spreadsheet functionality with advanced workflow...

Internet Software & Services
1K-5K
Founded 2005
View All Jobs 68

Description

  • Lead end-to-end program management for key strategic initiatives across the Customer Excellence organization.
  • Develop and maintain initiative tracking frameworks, dashboards, and status reporting.
  • Identify risks, dependencies, and blockers, and escalate or resolve them promptly.
  • Ensure governance standards, milestone tracking, and delivery cadence are consistently applied across CE programs.
  • Build and maintain relationships with stakeholders across Customer Excellence, Sales, Product, Finance, and Operations.
  • Facilitate cross-functional alignment sessions, steering committee meetings, and executive briefings.
  • Translate program status and insights into clear communications for senior leadership.
  • Partner with leadership to define and maintain a prioritized Customer Excellence initiative portfolio.
  • Apply prioritization frameworks aligned to strategic objectives and business impact.
  • Monitor resource allocation and capacity across the portfolio and support quarterly and annual planning cycles.
  • Establish and continuously improve PMO standards, tools, and processes across the CE organization.
  • Define and implement project management methodologies tailored to the Customer Excellence operating model.
  • Streamline workflows, reduce duplication, and improve cross-team coordination.
  • Support a performance-driven culture through clear OKRs, KPIs, and accountability structures.

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.
  • Demonstrated success managing complex, cross-functional initiatives in a fast-paced environment with multiple competing priorities.
  • Strong executive presence and the ability to communicate and influence at all levels of the organization.
  • Experience supporting or partnering with senior leaders at the C-suite or VP level in a strategic capacity.
  • Proficiency with project management and collaboration tools such as Smartsheet, Jira, Asana, or similar.
  • Background in management consulting, transformation, organizational design, or business operations is preferred.
  • PMP, PgMP, or equivalent project management certification is preferred.
  • Familiarity with OKR frameworks and strategic planning processes is preferred.
  • AI fluency and prompting skills are preferred.

Benefits

  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match at 50% of contributions up to the first 6% of eligible pay.
  • Monthly stipend to support work and productivity.
  • Flexible Time Away Program plus sick time off.
  • Company-provided life insurance, short-term disability, and long-term disability coverage for US employees.
  • 12 paid holidays per year for US employees.
  • Up to 24 weeks of parental leave.
  • Personal paid Volunteer Day.
  • Professional growth and development opportunities, including access to Udemy online courses.
  • Company-funded perks including a counseling membership, local retail discounts, and a personal Smartsheet account.
  • Teleworking options from any registered US location, role dependent.
  • Market-competitive incentive opportunity.
  • US base salary range of $170,000 to $230,000 USD.

Interested in this position?

Apply directly on the company website

Apply Now

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