Process Optimization Specialist at Smartsheet

San José, San José Province, Costa Rica

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaS, Financial ServicesIndustries

Requirements

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
Strong attention to detail and quality
Effectively manages competing priorities
Flexibility to work independently and in a team environment
Experience with SaaS billing systems and customer support platforms (plus)
Smartsheet Product Certification or Core App Badge (preferred)
Hands-on experience (preferred, incomplete in description)

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 the 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) 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

Skills

Key technologies and capabilities for this role

Process OptimizationData AnalysisWorkflow DesignAutomationAI TechnologiesFinancial SystemsBillingPaymentsCustomer Care Operations

Questions & Answers

Common questions about this position

What are the key responsibilities of the Process Optimization Analyst role?

The role involves analyzing and improving financial care processes in billing, payments, and support; designing optimized workflows using Smartsheet tools; collaborating across departments; automating tasks with AI; and monitoring KPIs.

What skills or experiences are needed for this position?

Candidates need experience with process analysis, workflow design using Smartsheet, data-driven insights, automation, AI tools like chatbots and predictive analytics, project management, and change management.

What is the company culture like at Smartsheet?

Smartsheet fosters an innovative, authentic environment with supportive, driven individuals committed to success; it promotes personal and professional growth, empowers employees to do their best work, and emphasizes teamwork where everyone has impact.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Smartsheet

Cloud-based work management and automation software

About Smartsheet

Smartsheet provides work management and automation solutions through its cloud-based platform, which helps businesses streamline operations, manage projects, and enhance collaboration. Users can create, share, and manage workflows that are customizable to fit their specific needs. The platform integrates with popular applications, making it a versatile tool for various industries, including technology, healthcare, finance, and education. Unlike many competitors, Smartsheet offers a subscription-based model with multiple pricing tiers, catering to both small businesses and large enterprises. The company aims to improve efficiency and productivity for its clients while providing extensive support and learning resources to help users maximize the platform's potential.

Bellevue, WashingtonHeadquarters

2005Year Founded

$121.2MTotal Funding

IPOCompany Stage

Enterprise Software, EducationIndustries

1,001-5,000Employees

Benefits

Health and wellness benefits - From sick days to mental health services, we support you. We provide company-sponsored comprehensive healthcare coverage and well-being benefit programs so you can take care of your whole self.

Time away - We want you to find time for what matters to you. We offer a variety of programs so you can recharge and reconnect, including paid time off for company holidays, vacation, volunteering, military leave, and parental bonding.

An investment in your future - We help you plan for the dreams you’re working toward. We offer every employee competitive pay, retirement contributions, stock awards, and an employee stock purchase program.

Perks and discounts - It's the details that make life easier. From discount programs and an allowance for work-related expenses, to medical concierge (U.S. only) and caregiver services, we help set you up for success both at work and outside of it.

An inclusive environment - We strive to foster a culture of belonging that is rooted in respect for all people. We believe that by celebrating diversity of voices and experiences, and by creating equitable opportunities for our team, customers, and communities, we enable people to do and be their best.

Continuous learning - We know that when you’re growing, so are we. That's why we provide opportunities to develop on the job through internal mobility, virtual learning, and a variety of development programs.

Risks

Competition from Atlassian could impact Smartsheet's market share.

The acquisition by Vista Equity Partners may disrupt current operations.

Challenges in AI integration with AWS could affect feature rollout and adoption.

Differentiation

Smartsheet offers a highly customizable platform for tailored workflow solutions.

The platform integrates seamlessly with popular apps, enhancing its versatility.

Smartsheet's AI capabilities, developed with AWS, position it as a market leader.

Upsides

Increased demand for remote work solutions boosts Smartsheet's growth potential.

The subscription model provides a steady revenue stream for continuous service improvement.

Recognition as a leader in the Gartner Magic Quadrant enhances Smartsheet's market credibility.

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