As a Director, Global Partners Operations you will play a key role on our global partnerships team. You will work directly with the Partner leadership team and play a critical role in designing, planning, executing and maintaining key partner operations initiatives that align with Smartsheet’s strategic priorities and vision. Understanding partner ecosystems, partner programs, partner support, deal structure, CRM & PRM systems, and ongoing operational processes will be key to success in this role. This role will play a pivotal part in scaling our partner programs, optimizing lead-to-cash processes, and supporting the growth of our partner business. You’ll use that expertise to build and execute operations that enable long-term growth of our partnership ecosystem worldwide. This role reports to the Director, Global Partner Programs and is remote eligible although needs to be based in the United States.

You will:

Partner Operations Strategy & Planning

Conduct research and data analysis to support GTM and partnerships planning/budgeting Provide insights to optimize partner strategy & resource allocation Translate partner strategy into execution plans with clear milestones and success metrics. Operationalize scalable partner programs aligned with business priorities and GTM strategies. Build and maintain processes to support multiple partner motions (e.g., resell, distribution, co-sell, referral, etc.). Support the analysis and determination of sales goals for partner account managers and individual partners.   Determine partner capacity and productivity required to achieve sales goals. Forecast partner ecosystem revenue based on pipeline and leading indicators.

 

Lead & Opportunity Management & Optimization

Own and evolve the partner lead-to-cash process, ensuring frictionless quoting, contracting, deal registration, and billing workflows. Lead partner operations planning for EOM and EOQ cycles, ensuring team readiness and resource coverage. Act as a subject matter expert on partner deal structure, working closely with cross functional teams (Deal Desk, Legal, etc.) on complex and key deals Develop and maintain partner-specific pricing and discounting models in Salesforce CPQ. Align partner operations with U.S. public sector procurement and compliance requirements. Ensure timelines, documentation, and processes accommodate public sector buying cycles and regulations. Coordinate crossfunctionally on special handling for regulated partner transactions. Partner with Finance and Legal to ensure quote and contract workflows meet compliance, revenue recognition, and audit requirements. Effectively address escalations and proactively identify bottlenecks and implement short-term mitigations and long-term improvements.

 

Program Performance Tracking & Insights

Track partner compliance with program requirements and eligibility for program tiers/specializations. Provide a comprehensive view of partner performance and identify and prioritize performance drivers. Define, track, and report on key operational performance indicators related to support queue operational efficiency. Maintain dashboards and reporting cadences to surface trends, gaps, and opportunities. Use data to inform decisions, support QBRs, and drive continuous improvement initiatives.

 

Systems & Tools Leadership

Partner with Field Systems and partner teams to ensure tools are integrated, intuitive, and support scalable partner growth. Provide input into roadmap development and enhancements for partner-related systems (Salesforce, CPQ, PRM, etc.). Ensure data integrity across partner systems, and lead efforts to streamline workflows and reporting. Identify and implement automation opportunities to reduce manual work and improve accuracy.

 

Cross-Functional Collaboration

Lead operational readiness for new partner programs, launches, and policy changes. Communicate changes in systems, processes, or partner policies clearly and timely to both internal and external stakeholders. Partner with enablement teams to deliver training and documentation for partner-facing workflows. Represent Partner Operations in strategic planning and operational reviews.

 

Team Leadership & Development

Define, monitor, and report on individual and team KPIs to drive performance and identify areas for improvement. Manage, coach, and develop a high-performing global Partner Operations team. Create career development plans, set performance goals, and lead regular feedback and coaching cycles. Oversee onboarding and enablement for new team members and regions. Promote a culture of accountability, ownership, and continuous learning. Foster stability and clarity during times of change, acting as a trusted source of guidance for the team and stakeholders.

 

You Have:

Extensive knowledge of partner ecosystems and diverse partner program models, with a strong understanding of how to operationalize and scale programs effectively across various go-to-market motions. Proven ability to design, implement, and optimize operational strategies that scale partner initiatives and deliver measurable business impact. Strong blend of strategic and tactical thinking, with the ability to drive execution while maintaining focus on long-term outcomes. Demonstrated experience with deal registration workflows and operational enablement, ensuring compliance and tracking across systems. Ability to define, track, and report on KPIs, leveraging data to evaluate performance, identify opportunities, and drive decision-making. Expert-level understanding of partner lead-to-cash processes, including partner deal structures, quoting, contracting, and revenue recognition nuances. Experience with Impartner or similar PRM platforms. In-depth understanding of U.S. public sector procurement cycles, with the ability to align partner program operations accordingly to meet compliance and timing requirements. Skilled in building and scaling teams to support global hypergrowth, including resource planning, onboarding, and career pathing. Proven ability to support globally distributed teams, operating across multiple geographies and time zones with sensitivity to local needs and practices. Highly collaborative mindset, with a strong ability to drive alignment and results in cross-functional, matrixed environments. Exceptional communication and stakeholder management skills, with the ability to influence at all levels and across technical and non-technical teams. Comfortable in fast-paced, evolving environments, communicate changes clearly, and keep teams aligned during periods of change and ambiguity. Minimum 5 years of hands-on experience with Salesforce CPQ, including deep understanding of quoting workflows, pricing models, and automation. 8+ years of people leadership experience, with a track record of developing high-performing teams, mentoring future leaders, and fostering a culture of continuous learning. Willing to travel (up to 25%) based on business need Significant Experience using Smartsheet, Google G Suite, Microsoft, or other comparable applications