Project Manager, Self-Service

The Project Manager will work with members of the support organization to plan, lead, and manage complex operational and improvement efforts to improve resources utilized by our external customers and internal teams. These efforts will involve working in cross-functional teams to ensure accountability and timely deliverables resulting in on-time project completion. In this role, you will be responsible for assigned projects and key initiatives to advance platforms including, but not limited to product help sites, community platforms, customer support portals, and internal resources.

You Will:

• Own and lead assigned projects to enhance and expand capabilities of the support organization.
• Partner with others to plan and complete strategic and operational projects.
• Partner with others to implement organizational goals, objectives, strategic plans, policies, and operating procedures.
• Monitor and evaluate opportunities, processes, and efficiencies to improve team direction and throughput.
• Provide strategic recommendations to leadership in the development, implementation, and evaluation of new or modified processes, resources, or tools.
• Partner across internal teams, providing expertise to identify and deploy new technologies and platform solutions, scaling areas of the business and forecasting resources based on planned work.
• Analyze, design, document, and implement key performance indicators and reports on critical areas of the business in collaboration with team managers. 
• Work cross-functionally with internal teams to understand roadmaps and establish detailed project schedules and resourcing plans to ensure on-time delivery of project specific resources.
• As needed, perform some basic administrative content duties such as publishing or archiving content in our CMS and internal knowledge base.
• Adhere to annual budget planning and spending cycles, providing reporting of current expenditures and risks on a regular basis.
• Develop and/or contribute to weekly, monthly and quarterly business reviews to ensure that partners and stakeholders are informed.

You Have:

• 5+ years of project management experience.
• 5+ years experience working in project management, Support, or related disciplines.
• Understanding of delivering scalable solutions in cross-functional environments.
• An ability to leverage analytics to develop data-driven insights with tools such as Tableau, Smartsheet, Excel, Power BI.
• An understanding of Software Development Life Cycle (SDLC) is preferred.
• Strong communication skills (written, verbal, presentation), with the ability to explain technical subjects to non-technical end-user personnel in large enterprises.
• Strong interpersonal skills and collaborative work style.
• Dedicated to meeting and delivering on business objectives.
• Resilience, with the ability to adapt under changing business priorities.
• Strong customer focus, excellent communication skills, attention to detail and the ability to work in a fast-paced team environment.
• Ability to present plans and recommendations to people at all levels of an organization.
• Useful certifications: PMP, Six Sigma, Agile.

Perks & Benefits:

• HSA, 100% employer-paid premiums, or buy-up medical/vision and dental coverage options for full-time employees
• Equity - Restricted Stock Units (RSUs) for eligible roles
• Lucrative Employee Stock Purchase Program (15% discount)
• 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
• Monthly stipend to support your work and productivity
• Flexible Time Away Program, plus Incidental Sick Leave
• US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
• US employees receive 12 paid holidays per year
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to Udemy online courses
• Company Funded Perks, including a counseling membership, local retail discounts, and your own personal Smartsheet account
• Teleworking options from any registered location in the U.S. (role specific) 

Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity and some roles may be eligible for a RSU stock grant upon accepted offer. California & New York: $94,500 to $143,100 | All other US States: $87,500 to $132,500

Get to Know Us:

• At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us!

Equal Opportunity Employer:

• Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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