Principal Customer Excellence Transformation Manager (Remote Eligible)

Smartsheet is a tech company focused on empowering teams to manage work and automate workflows. The Principal Customer Excellence Transformation Manager will drive operational rigor and execution excellence, serving as a strategic partner to senior leadership in advancing the Customer Excellence organization's goals.

Responsibilities:

• 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)
• Background in management consulting, transformation, organizational design, or business operations
• PMP, PgMP, or equivalent project management certification
• Familiarity with OKR frameworks and strategic planning processes
• AI fluency and prompting skills