Head of Business Planning & Operations, Office of the CCO

For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for everyday.

Smartsheet is seeking a dynamic, operationally focused leader to join our team to lead the Office of the Chief Customer Officer (CCO). As the right-hand to the CCO, you will play a key role in running the 650-person team’s operations, driving key initiatives to support our transformation strategy, and forging relationships across Smartsheet to ensure seamless execution and operations. 

Reporting to the CCO, this is a high-visibility, high-accountability, and high velocity role. The successful candidate will use their emotional intelligence and business acumen to inform strategic priorities and collaborate across the organization to accomplish our big, audacious goals. Smartsheet is at a pivotal moment in our history as we transition our value proposition, our GTM operations, and our entire product lineup into the agentic era to solidify our position as the leader in Enterprise. 

This is a remote eligible position and ideal candidates reside within the Pacific, Mountain, or Central US time zones.

You Will:

Annual Planning and Transformation Operations: 

• Build a team of program project managers who support the functional teams within Customer Excellence
• Partner with the CCO to build the org-wide 3-year strategic plan, focused on product adoption, revenue retention & growth, and customer value delivery aligned to the GTM strategy
• Provide lift to Executives where needed on strategic initiatives
• Serve as business lead for Customer Excellence in the annual strategic and financial planning process, connecting the various streams of work occurring across all GTM functions and partnering with Finance and Revenue Operations 
• Identify and manage critical planning decisions, cross-functional dependencies, and any gaps that arise through the planning process
• Partner with Revenue Operations on OKR and initiative tracking and progress through the year to support accountability across the business
• Facilitate alignment and collaboration amongst the Executive Leadership Teams

Leadership Team Operations: 

• Establish and manage a management operating system, including an operational cadence for the CCO and the leadership team, overseeing operational rituals/routines such as team meetings, offsites, monthly and quarterly reviews 
• Research, understand, and respond to the needs of Global CE leaders related to coordination, communication, and reporting to create a cohesive organization (without constraining functional velocity)
• Work with key Finance and Revenue Operations partners to track budget and headcount planning

Communications: 

• Providing thought partnership and representing CCO in settings where he/she may not be present
• Craft critical communications/presentations for the CCO’s team cascades, speaking engagements, team intranet, and organization-wide communications for internal and external branding, engagement and alignment 
• Build and maintain team-wide communications rituals and content, i.e., team intranet, monthly newsletter, town-halls, and more, to foster visibility, alignment, and connection
• Develop and publish regular cadence of intra-GTM and company-wide blogs and presentations to drive shared understanding of GTM strategy
• Lead messaging and teams to execute project/initiative plans 

Cross Functional Projects: 

• Opportunistically run point on cross-functional projects, especially those related to CE organizational health
• Run governance on change management planning for transformation initiatives, including establishing a standardized approach to change management across teams. 
• Work in partnership with functional program management teams to execute project/initiative plans 

You Have:

• Minimum 10+ years experience in strategy, operations or program management in a SaaS business
• 2-3 years experience in people management OR  3+ years experience as a Chief of Staff to an executive in a high growth SaaS organization
• Management consulting or equivalent experience is required. MBA  preferred
• Successful track record in building, scaling, mobilizing, and refining strategy and associated programs/initiatives for complex businesses, ideally in a go-to-market function
• Excellent communication and stakeholder management skills, capable of building relationships at every organizational level
• Experienced with organizational design, organizational behavior, leadership development and/or team development
• Meticulous attention to detail and the capacity to juggle multiple projects simultaneously
• Proficient in data analysis and adept at using metrics to guide decision-making and continuous improvement
• Ability to travel: 25% on average; up to 50% on occasion; primarily domestic, some international