Process Optimization Specialist

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.

Process Optimization Analyst

Smartsheeters truly stand out. It is clear by their attitude and actions that they work for a company that is not only innovative and authentic, but filled with individuals who are supportive, driven and committed to being a part of Smartsheet's success. Our leadership is composed of executives with deep experience who are committed to maintaining an environment that promotes personal and professional growth as well as encouraging individuals to take an active role in the vision of the company. Smartsheet is a place where people love what they do and are empowered to do their best work everyday. We support one another and achieve our goals as a team, not as individuals. Each person, at every level, gets to have an impact.

Smartsheet’s Financial Care team is seeking a Process Optimization Analyst to lead the design and implementation of operational improvements across billing, payments, and financial support workflows.

As a Process Optimization Analyst in the Financial Care department, you will be responsible for analyzing, designing, and implementing improvements to customer care operations related to billing, payments, and financial support. You will leverage data-driven insights, automation, and AI technologies to streamline workflows and enhance the customer experience.

Key Duties and Responsibilities

• Gain an understanding of Smartsheet financial systems, underlying data structure and financial care processes to identify areas for improvement.

• Design and implement optimized workflows using Smartsheet and other internal tools.

• Collaborate with multiple departments across our company to align process improvements with business goals.

• Support project management functions, ensure deadlines are met and support the general execution, documentation, and implementation of assigned projects.

• Develop and monitor KPIs to measure the effectiveness of implemented changes.

• Lead initiatives to automate repetitive tasks and reduce manual effort.

• Integrate AI-powered tools (e.g., chatbots, predictive analytics, etc.) to enhance customer support and operational efficiency.

• Document processes and create training materials for new workflows.

• Support change management efforts and ensure smooth adoption of new processes.

• Contribute to team capacity planning by understanding the current state of the project pipeline and providing recommendations to help clarify trade-offs when changes are made to the project roadmap.

• Lead post-project retrospective discussions and share and implement improvements for future programs.

• Work in coordination with the broader team to provide support, analysis and reports as needed

• Produce ad-hoc reports to assist with management analysis and decision making.

Qualifications

• Bachelor’s degree in Business Analytics, Operations, Finance, or related field.

• 3+ years of experience in process improvement, operations analysis, or customer care optimization.

• Familiarity with Excel, SQL, and data visualization tools (e.g., Tableau, Power BI).

• Strong analytical and problem-solving skills.

• Excellent communication and stakeholder management abilities.

• Experience with SaaS billing systems and customer support platforms is a plus.

• Strong attention to detail and quality

• Effectively manages competing priorities

• Flexibility to work independently and in a team environment

Preferred Skills

• Smartsheet Product Certification or Core App Badge.

• Hands-on experience with Salesforce (CRM), NetSuite (ERP), and OpsCon.

• Experience in a SaaS environment with customer-facing financial operations.

• Experience with Lean, Six Sigma, or other process improvement methodologies.

• Hands-on experience with AI-driven customer service tools or automation platforms.

• Ability to manage multiple projects and prioritize effectively in a fast-paced setting.

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.

Equal Opportunity Employer:

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.

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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