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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Director, Transformation & Business Operations - **Company:** Smartsheet Inc. - **Location:** Bellevue, WA, United States (Remote available) - **Experience:** Expert - **Salary:** $205,000.0 - $285,000.0 - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Software as a Service, Program Design Languages, Raw Data - **Published:** June 3, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=0fccb33236bf51a1 ## About the Role Do you have experience in Senior leadership?, * 10+ years of progressive experience in Customer Success, Professional Services, business operations, strategy, or management consulting - with meaningful exposure to enterprise SaaS * Demonstrated experience operating as a Chief of Staff, Strategy Lead, or senior business partner to a C-level executive - you know what it takes to make an executive and a leadership team operate at their best * Exceptional analytical and storytelling ability - you can work from raw data to board-ready, insights-driven narrative * Experience building or leading strategic programs or large-scale transformation initiatives in a go-to-market/post-sale organization * Strong financial acumen - able to build post-sale workforce models, partner with Finance, and frame strategic decisions in terms of cost, efficiency, and ROI * Unusually strong judgment: you regularly handle sensitive information, navigate ambiguity, and make calls in the absence of perfect data * Executive presence and credibility - you can represent the CCO's perspective in a room, hold your own with peers and senior stakeholders, and influence without direct authority. You are able to synthesize complex, ambiguous situations into clear, compelling recommendations for senior audiences. * High organizational EQ - you understand the informal dynamics of an organization as well as the formal ones, and you factor both into how you operate * Bonus: experience in a high-growth SaaS company scaling a Customer Experience or Go-to-Market function through a significant inflection point ## Description * 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 Support leadership to identify where process, tooling, or structural changes are needed and build the case for investment Cross-Functional Change Management * Serve as the connective tissue between the CCO's office and the broader CE leadership team - ensuring alignment on priorities, surfacing conflicts early, and creating the conditions for fast, effective decision-making * Build and maintain strong partnerships with Finance, Sales, Product, and People teams to ensure the CE organization's initiatives are coordinated with broader company priorities * Drive accountability across CE program owners by establishing clear decision rights, escalation paths, and communication standards * Offer insights, data, and conviction to inspire a move toward faster, more confident adoption of AI-enabled operating models and workflows across Customer Excellence ## Related Videos - [Delete the roles, deploy the skills](https://www.wearedevelopers.com/videos/2104-delete-the-roles-deploy-the-skills) - [Data Governance in the Era of AI](https://www.wearedevelopers.com/videos/1622-data-governance-in-the-era-of-ai) - [Beyond the Hype: Building Trustworthy and Reliable LLM Applications with Guardrails](https://www.wearedevelopers.com/videos/1594-beyond-the-hype-building-trustworthy-and-reliable-llm-applications-with-guardrails) - [Edit Your Future: Queerverse Radical AI](https://www.wearedevelopers.com/videos/909-edit-your-future-queerverse-radical-ai) - [How Visionary Leaders Drive Transformation](https://www.wearedevelopers.com/videos/1701-how-visionary-leaders-drive-transformation) - [Bringing Clarity to Event Streams: Enabling Analytics and AI Through Rich Metadata](https://www.wearedevelopers.com/videos/1616-bringing-clarity-to-event-streams-enabling-analytics-and-ai-through-rich-metadata) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Promotion Interview Questions: How to Answer and Get the Job](https://www.wearedevelopers.com/magazine/413-promotion-interview-questions-how-to-answer-and-get-the-job) - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Companies to Work For in Berlin: Top 14 Companies in 2023 ](https://www.wearedevelopers.com/magazine/188-best-companies-to-work-for-in-berlin-top-14-companies-in-2023)