Senior Program Manager, Internationalisation & Localisation

November 14

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Smartsheet

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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.

1001 - 5000 employees

Founded 2005

☁️ SaaS

⚡ Productivity

🤝 B2B

📋 Description

• Define and own the end-to-end Internationalisation program strategy and roadmap, aligning it with company-wide business growth objectives and product launch cycles • Drive cross-organisational i18n initiatives and feature readiness across multiple engineering and product teams, ensuring timely delivery of internationalised features • Act as the primary advocate and evangelist for i18n best practices, developing, documenting, and socialising guidelines for engineering, product, and content teams • Own the localisation workflow for all customer-facing Support assets, including Help Centre articles, troubleshooting guides, images, and videos • Partner closely with the Customer Support and Writing teams to define localisation scope, prioritisation, and quality metrics specific to technical content • Ensure technical content is structured optimally for translation memory leverage, machine translation suitability, and translation quality • Manage and optimise the integration between our Content Management System (CMS) and the Translation Management System (TMS) for automated content ingestion and delivery • Track and report on l10n-related operational KPIs specific to Support and on l10n-related business priority-aligned KPIs • Establish strong, collaborative relationships with Product Managers, Engineers, UX Designers, Leadership, and external Language Service Providers (LSPs) • Manage vendor relationships, define Service Level Agreements (SLAs), and oversee performance reviews to ensure high-quality, cost-effective services across all localised Support content types

🎯 Requirements

• 5+ years of experience in program management, technical product management, or a related leadership role focused on i18n and l10n • Specific, demonstrated experience managing the localisation pipeline for Customer Support, Help Centre, or Technical Documentation content • Proven familiarity with core internationalisation principles and best practices for developing world-ready software • Expert-level understanding of the localisation technology stack, including various TMSs and i18n tooling (e.g., Globalyzer) and their integration with content platforms • Demonstrated experience driving complex, cross-organisational i18n initiatives and successfully evangelising best practices and requirements to technical and non-technical stakeholders • Strong communication, problem-solving, and stakeholder management skills; able to simplify complexity and drive consensus among disparate teams. Experience in influencing without authority • Understanding of cultural nuances, regional preferences, and market differences in product design and content delivery • Technical background or experience working closely with CI/CD pipelines and repository management (e.g. GitLab) • Experience in measuring the impact of localised support content on customer satisfaction (CSAT) and support costs • Legally eligible to work in Bulgaria • Fluency in English is required.

🏖️ Benefits

• Equal Opportunity Employer • Fostering an inclusive environment