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The Principal Customer Excellence (CE) Transformation Manager is a critical strategic partner to the Sr. Director, Customer Excellence Transformation & Operations within the Chief Customer Officer's (CCO) organization. This role is responsible for driving the operational rigor and execution excellence needed to advance the CCO's strategic agenda across the Customer Excellence organization. The Principal will serve as a connective layer across initiatives, stakeholders, and teams — ensuring the right work is prioritized, tracked, and delivered with clarity and accountability.

This is a high-visibility, high-impact role at the center of the CCO's transformation agenda. You will work directly with senior leaders shaping the future of Customer Excellence, with broad exposure across the business and genuine opportunity to influence how the organization operates and delivers outcomes for customers.

You will report to the Sr. Director, Customer Excellence Transformation & Operations and can be based in our Bellevue, WA office or work remotely from anywhere in the US where Smartsheet is a registered employer.

You Will:

Initiative Management & Tracking

• 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

Stakeholder Alignment & Engagement

• 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

Project Prioritization & Portfolio Management

• 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

Operational Excellence & Process Improvement

• 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

You Have:

• 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)

Preferred:

• 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

What Success Looks Like

• CE initiatives are delivered on time, within scope, and with measurable impact
• The Head of Transformation & Business Operations has full visibility into portfolio health and risks at all times
• Stakeholders across the CCO organization feel aligned, informed, and enabled to execute
• The PMO function is seen as a strategic enabler — not a reporting overhead — across CE
• Prioritization decisions are data-driven, transparent, and consistently tied to CCO strategic objectives