Sr. Operations Program Manager, Localization (Remote Eligible)
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.
We are seeking a highly experienced and strategic dual i18n & l10n Senior Program Manager to drive our company’s global expansion by ensuring our product is world-ready and by managing the end-to-end localization of all customer-facing Support content and documentation.
This role is central to scaling our products and platforms while ensuring a consistent, high-quality, and localized customer experience for our global user base.
This role will be based in our San Jose, Costa Rica office and can work remotely.
Key Responsibilities
I. Support Content Localization (l10n) End-to-End Ownership
- Own the localization workflow for all customer-facing Support assets, including Help Center articles, troubleshooting guides, images, and videos
- Partner closely with the Customer Support and Writing teams to define localization scope, prioritization, and quality metrics specific to technical content
- Ensure technical content is structured optimally for translation memory leverage, machine translation suitability, and translation quality
- Manage and optimize the integration between our Content Management System (CMS) and the Translation Management System (TMS) for automated content ingestion and delivery
- Track and report on l10n-related operational KPIs specific to Support and on l10n-related business priority aligned KPIs
II. Operational Support for Smartsheet’s Product Accessibility (a11y) and Internationalization (i18n) programs
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- Support cross-organizational a11y and i18n initiatives and feature readiness involving multiple engineering and product teams, contributing to timely delivery of compliant and properly internationalized features
- Become an advocate and evangelist for a11y and i18n best practices, co-authoring documentation and socializing guidelines for engineering, product, and content teams
- Manage relationships with internal stakeholders (operations-focused)
- Manage relationship with external vendors (operations-focused)
- Manage issues/tickets in Jira and connected systems
- Collect, organize & update progress data, ensuring data accuracy
- Create, update and maintain metrics dashboards in Smartsheet, Jira, and/or connected systems
- Create data-based reports & statistics for company leaders and other audiences
III. Stakeholder & Vendor Management
- Establish strong, collaborative relationships with Product Managers, Engineers, UX Designers, Leadership, and external Language Service Providers (LSPs)
- Manage vendor relationships, define Service Level Agreements (SLAs), and oversee performance reviews to ensure high-quality, cost-effective services across all localized Support content types
Requirements
- 5+ years of experience in program management, technical product management, or a related field with a focus on Localization
- Specific, demonstrated experience managing the localization pipeline for Customer Support, Help Center, or Technical Documentation content
- Expert-level understanding of the Localization technology stack, including various TMSs
- Strong communication, problem-solving, and stakeholder management skills; able to simplify complexity and drive consensus among disparate teams. Experience in influencing without authority
- Understanding of cultural nuances, regional preferences, and market differences in product design and content delivery
- Technical background or experience working closely with CI/CD pipelines and repository management (e.g. GitLab)
- Experience in measuring the impact of localized support content on customer satisfaction (CSAT) and support costs
- Familiarity with core accessibility and internationalization principles and best practices would be a big plus
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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Perks and Benefits
Health and Wellness
Parental Benefits
Work Flexibility
Office Life and Perks
Vacation and Time Off
Financial and Retirement
Professional Development
Diversity and Inclusion