Principal Customer Excellence Transformation Manager

🔥 19 hours ago

☕ Washington – Remote

☕ Washington – Remote

💵 $147.5k - $207.5k / year

⏰ Full Time

🔴 Lead

👔 Manager

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Smartsheet

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2005

☁️ SaaS

⚡ Productivity

🤝 B2B

SaaS • Productivity • B2B

Smartsheet is a platform designed to manage projects, automate workflows, and build solutions at scale. It offers a wide range of features including automation, team collaboration, dashboards and reporting, and integrations, allowing businesses to streamline their operations. The platform caters to diverse use cases such as project management, IT portfolio management, marketing management, and more, serving various industries including government, finance, and healthcare. Smartsheet also emphasizes security and data protection, ensuring users' data privacy. Additionally, it offers professional services like consulting, training, and implementation support to maximize the platform's capabilities.

📋 Description

• 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

🎯 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)

🏖️ 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 • US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans • US employees receive 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)