Supervisor, Fulfillment Operations

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.

Smartsheet is looking for a Fulfillment Operations Supervisor. Our team is responsible for overseeing day-to-day operations of Smartsheet’s processing order downgrades, upgrades and activations. You will supervise the Fulfillment Operations team with the goal of providing timely processing and fulfillment of all Smartsheet sales assisted subscription products, providing 24X6 fulfillment support. 

You will partner with the Smartsheet Sales, Customer Success, Deal Support, Deal Desk, Revenue Accounting, Field Systems, and Enterprise IT, to drive a seamless cross functional customer order processing experience. You will also provide management escalation and resolution of all customer fulfillment issues.

This position is located in Costa Rica and reports to the  Manager, Fulfillment Operations  based in the US.

In 2005, Smartsheet was founded on the idea that teams and millions of people worldwide deserve a better way to deliver their very best work. Today, we deliver a leading cloud-based platform for work execution, empowering organizations to plan, capture, track, automate, and report on work at scale, resulting in more efficient processes and better business outcomes.

You Will:

• Supervises a team of specialists in the execution and support of Smartsheet’s 24X6 fulfillment support operations
• Manage day-to-day Order Management to Fulfillment processes worldwide providing 24x6 support
• Act as point of escalation and resolution for sales assisted order issues
• Work to maintain fulfillment operations target of 98%+ accuracy across all sales assisted subscription transactions
• Act as key contact for Sales, Deal Support, Deal Desk, Field Systems, Enterprise IT, for all queries and escalations
• Lead, mentor, and motivate a team of order fulfillment specialists, fostering a culture of accountability and continuous improvement.
• Conduct regular one-on-one meetings, performance reviews, and training sessions to support team members' professional growth.
• Ensures Fulfillment team members understand and adhere to key SOX controls through individual coaching and clear documentation
• Assists with reporting in order to measure performance to Operational Key Results
• Be a key contributor to driving system improvements to reduce dependencies on manual activities
• Other special projects as requested   

You Have:  

• English proficiency 
• Experience with Salesforce and other ERP systems
• 4+ Years  Sales Support and/or Order Management experience
• 2+ Years Supervising an Order Management or Sales Support team    
• Experience working collaboratively with internal and external stakeholders virtually.
• Experience with process improvement and continuous optimization
• Experience influencing and bringing team members and partners along to create and implement solutions
• Experience working in a deadline driven environment with priority on company standards for timeliness, completeness and accuracy.
• Experience working in a deadline driven environment while focusing on application of company policy

Perks & Benefits:

• Fully paid Health & Life insurance for full-time employees and family members
• Monthly stipend to support your work and productivity
• 12 days paid Vacation + Flexible Time Away Program
• 20 weeks fully paid Maternity Leave
• 12 weeks fully paid Paternity/Adoption 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 and your own personal Smartsheet account
• Teleworking options from any registered location in Costa Rica (role specific)

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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