Sr. Manager, Service Operations (Remote Eligible - US)

About the role

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. Smartsheet transforms work into dynamic work, unifying collaboration, workflows, and content management into a single flexible, secure, scalable, no-code platform that gives everyone the ability to continuously make an impact— so the enterprise, organizations, teams can compete in a transformed world. The Revenue Operations team is looking for a strategically driven Senior Manager of Professional Services Operations to support the daily operations of the global professional services business. You will work closely with the Sr. Director of Customer Operations to oversee essential operations processes, revenue management, and manage the reporting/forecasting of important metrics such as bookings and revenue. Partnering with the line-of-business leaders across services, sales, finance, systems, and other supporting functions, you will help guide the strategic direction of our quote-to-revenue process and analytics, and daily operations to support global revenue growth. You will report to our Senior Director of Customer Operations. Get To Know Us 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.

Responsibilities

• Support the evolution and transformation of our quote-to-revenue operations, providing the framework for the business to achieve essential success metrics
• Lead a team of services operations specialists responsible for supporting daily processes, including month end revenue, invoicing in our PSA and performing SOW Redlines
• Partner with the operations excellence team to implement ongoing improvements to our quote-to-revenue process and Professional Services Automation (PSA) system
• Establish and oversee business process standards that help our services delivery teams engage with customers
• Actively identify operational issues and design solutions to make business flow better for the PS delivery and sales teams
• Partner with the presales and sales teams to support services scoping, estimation, and statement of work (SOW) development, driving accurate quoting and healthy services attach throughout the deal cycle
• Establish scoping standards and SOW generation processes that improve quote velocity and consistency across the global services sales motion
• Assess deployment risks, anticipate challenges, and provide escalation management when necessary
• Collaborate with key