Senior Product Experience Manager - Smartsheet

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 Product Experience (PX) team champions the Voice of Customer, drives a data informed culture and strategically advocates for improvements to end-to-end user experiences.  

Smartsheet is looking for a Senior PX Manager who is passionate about high quality in-product customer experiences to join our Product organization. Skilled at evaluating end-to-end customer journeys using data and insights, this role influences stakeholders and cross-organizational action by telling the customer’s story and substantiating recommendations for change. Ultimately, your work will help Smartsheet achieve higher customer satisfaction, NPS, customer retention and profitable turnovers.

You will report to our Director, Product Experience located in our Bellevue office, or you may work remotely from anywhere in the US where Smartsheet is a registered employer.

You Will:

• Conduct concurrent end-to-end user experience evaluations, identify improvement opportunities and influence stakeholders with insights and recommended actions that materially improve user interactions and business health
• Define the potential value of recommended actions and measure the impact post-implementation
• Develop persuasive communication materials and exhibit storytelling techniques using data that build trust and establish long-term relationships within and outside of the PX team 
• Represent the PX team and user experiences to partnering teams and stakeholders and be seen as a critical stakeholder for feedback on new capability, product or experience ideas
• Collaborate with cross-functional teams to define, prioritize and implement requirements for improving end-to-end user experiences
• Coach more junior team members on how to use data to understand user pain and delight points, craft problem statements, develop hypotheses and make recommendations to reduce user friction or enable delight
• Manage cross-organizational ad hoc projects that contribute to the expansion and evolution of self-serve product data enablement and the Voice of Customer program

You Have:

• 5+ years of experience of Product Experience 
• An analytical and empathetic mindset that enables you to understand the 'why' of user behavior 
• A curiosity that compels you to seek out relevant data, information and evidence to substantiate user experience friction and delight
• A knack for seeing patterns, trends and things of note, drawing meaningful conclusions, translating them into desired user outcomes and effectively building cross-organizational support for change
• A grasp of the interrelationship of user experience, product and business performance that makes you an ally of customer excellence and product teams and a sought after contributor into product strategy, roadmaps and processes
• A talent for visual, verbal and written storytelling and communicating with clarity and precision, simplifying and presenting complex information in a concise format that is audience appropriate 
• Knowledge of SQL is a plus

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) with all offers
• 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
• Up to 24 weeks of Parental Leave
• Personal paid Volunteer Day to support our community
• Opportunities for professional growth and development including access to LinkedIn Learning online courses
• Company Funded Perks, including a counseling membership, primary care 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 range of compensation 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 bonus and RSU stock grant upon accepted offer. California & New York: $118,800.00 to $172,800.00 | All other US States: $110,000.00 to $160,000.00

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, and Australia. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

At Smartsheet, we strive to build an inclusive environment that encourages, supports, and celebrates the diverse voices of our team members who also represent the diverse needs of our customers. We’re looking for people who are driven, authentic, supportive, effective, and honest. 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 welcome diverse perspectives and people who aren’t afraid to be innovative—join us!