Sr. Technical Support Operations Manager

Smartsheet is seeking a Sr. Technical Support Operations Manager to focus on the operational architecture required to balance efficiency with a high-quality customer experience. You will be responsible for the tools and logic that dictate how we staff our teams, how we measure quality, and how we route technical issues. Your goal is to move the support organization toward a predictive, data-driven model that integrates technical signals into the broader customer retention strategy.

• Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization.
• Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones.
• Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs.
• Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort.
• Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable.
• Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions.
• Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source.

• 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment.
• Systems Expertise: Proficiency with Salesforce Service Cloud and integrated operational tools such as WFM and QA platforms.
• Analytical Proficiency: Strong capability in capacity modeling and volume forecasting, with the ability to translate data into actionable staffing plans.
• Operational Discipline: A track record of formalizing messy processes into documented, repeatable workflows that scale globally.
• Collaboration Skills: Experience partnering with Support VPs and Directors to build systems that meet aggressive service level targets without increasing operational friction.

At Smartsheet, your ideas are heard, your potential is supported, and your contributions have real impact. You’ll have the freedom to explore, push boundaries, and grow beyond your role. We welcome diverse perspectives and nontraditional paths—because we know that impact comes from individuals who care deeply and challenge thoughtfully. When you’re doing work that stretches you, excites you, and connects you to something bigger, that’s magic at work. Let’s build what’s next, together.

Smartsheet is an Equal Opportunity (EEO) employer committed to fostering an inclusive environment with the best employees. It is our policy to provide equal employment opportunities to all qualified applicants in accordance with applicable laws in the US, UK, Australia, Germany, Costa Rica, Japan, Bulgaria, and India. All qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. 

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