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Senior Director, Transformation & Business Operations

1 hour, 12 minutes ago
United States
Full-time
Executive
Executive Assistant
Project and Program Management
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 104

Description

  • Serve as a trusted thought partner and force multiplier to the Chief Customer Officer, focusing attention on the highest-leverage priorities.
  • Own the CCO’s operating rhythm, including staff meetings, leadership offsites, QBRs, and executive touchpoints, and ensure follow-through.
  • Prepare the CCO for board presentations, investor briefings, and executive forums by developing narrative, materials, and supporting data.
  • Act as a proxy for the CCO in cross-functional forums and represent Customer Excellence priorities when needed.
  • Manage high-priority special projects requiring senior judgment and confidentiality.
  • Monitor organizational health signals such as team sentiment, retention risk, and cross-functional friction, and surface recommended actions.
  • Own the Customer Excellence performance management framework, including KPIs, OKRs, and leading indicators across Customer Success, Professional Services, Support, and CX programs.
  • Build and maintain executive dashboards and reporting cadences for the CCO and broader leadership audiences.
  • Lead the annual planning process with the CCO and Finance, including headcount modeling, investment prioritization, and goal alignment.
  • Lead Customer Excellence transformation initiatives by defining scope, resourcing, governance, measurement, and closure methods.
  • Own the CE transformation roadmap and coordinate cross-functional change programs and their interdependencies.
  • Lead change management for major CE initiatives and partner with leadership to identify needed process, tooling, and structural changes.

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 as a Chief of Staff, Strategy Lead, or senior business partner to a C-level executive.
  • Exceptional analytical and storytelling ability, with experience turning raw data into board-ready narratives.
  • Experience building or leading strategic programs or large-scale transformation initiatives in a go-to-market or post-sale organization.
  • Strong financial acumen, including the ability to build post-sale workforce models and partner with Finance on ROI-driven decisions.
  • Unusually strong judgment and comfort handling sensitive information, ambiguity, and incomplete data.
  • Executive presence and credibility to influence senior stakeholders without direct authority.
  • High organizational EQ and an understanding of both formal and informal organizational dynamics.
  • Bonus: experience in a high-growth SaaS company scaling a Customer Experience or go-to-market function through a significant inflection point.

Benefits

  • US base salary range of $205,000 to $285,000.
  • Market-competitive incentive opportunity.
  • Employer-subsidized medical, vision, and dental coverage for full-time employees.
  • 401(k) match of 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.
  • Up to 24 weeks of parental leave.
  • 12 paid holidays per year.
  • Teleworking options from any registered U.S. location, role dependent.
  • Access to professional growth and development, including Udemy online courses.
  • Company-funded perks including a counseling membership, local retail discounts, and a personal Smartsheet account.

Interested in this position?

Apply directly on the company website

Apply Now

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