Senior Director, Transformation & Business Operations

Smartsheet is a leading enterprise platform for dynamic work, empowering organizations to plan, execute, and report on work at scale. Backed by multiple private equity firms, Smartsheet operates with the rigor, discipline, and growth orientation of a world-class PE-backed SaaS company. We are at a pivotal moment — accelerating our AI capabilities, evolving our operating model, and building the organizational infrastructure to scale intelligently.

The Opportunity

Smartsheet is in the midst of a profound product and business transformation. The company’s AI roadmap is fundamentally reshaping how Smartsheet delivers value to customers. These innovations aren’t just changing the product; they’re reshaping the work itself — particularly in the Customer Excellence organization which includes professional services, customer success, customer experience and customer support.  

This is one of the most consequential roles in the Customer Excellence organization. The Senior Director, Transformation & Business Operations helps the CCO operate at full leverage across the business by aligning priorities and driving transformation initiatives.  This is not a scheduling or logistics role. The person in this seat translates the CCO’s vision into an operating rhythm, establishes the programmatic infrastructure to drive transformational initiatives, and facilitates change management.   

What You'll Own

Chief of Staff to the CCO

• Serve as a trusted thought partner and force multiplier to the CCO, ensuring their time, attention, and decision-making are focused on the highest-leverage priorities
• Own the CCO's operating rhythm — staff meetings, leadership offsites, QBRs, and board or executive committee touchpoints — ensuring each is well-structured, purposeful, and followed up on
• Prepare the CCO for board presentations, investor briefings, and executive leadership forums, including developing the narrative, structuring the materials, and synthesizing supporting data
• Act as a proxy for the CCO in cross-functional forums when appropriate, representing the CE organization's priorities and driving decisions forward
• Manage high-priority special projects on behalf of the CCO that require senior judgment and confidentiality
• Monitor organizational health signals — team sentiment, retention risk, cross-functional friction — and surface them proactively with recommended actions

Business Performance & Insights

• Own the CE organization's performance management framework — defining the KPIs, OKRs, and leading indicators that reflect the health of the business across CS, PS, Support, and CX programs
• Build and maintain the executive dashboards and reporting cadences the CCO uses to run the business and communicate performance to the C-suite and board
• Translate complex, multi-dimensional performance data into clear, compelling narratives that drive decisions — not just reports that describe what happened
• Lead the CE organization's annual planning process in partnership with the CCO, and Finance including headcount modeling, investment prioritization, and goal-setting alignment
• Identify performance trends, risks, and opportunities ahead of the leadership team and bring forward pointed recommendations.

CE Business Transformation  

• Lead Customer Excellence Transformation Initiatives — the program infrastructure responsible for identifying, designing, and executing the strategic change initiatives that evolve how the CE organization operates
• Define the methodology for how transformation initiatives are scoped, resourced, governed, measured, and closed
• Own the CE transformation roadmap — a living view of the cross-functional change programs underway, their interdependencies, and their expected business impact
• Assess the role of AI in strategically enriching, enhancing, and reshaping existing workflows
• Lead change management on major CE initiatives, ensuring that program design accounts for how people and teams actually adopt change, not just what the org chart says should happen
• Partner with the VP of Customer Experience & Scaled Execution, the Senior Directors of CS and PS programs, and Supp