Supervisor, Fulfillment Operations (Hybrid in Bangalore)

Smartsheet is looking for a Fulfillment Operations Supervisor. Our team is responsible for overseeing day-to-day operations of Smartsheet's processing of new order activations, upgrades, downgrades, renewals, and cancellations. You will supervise the Fulfillment Operations team in India with the goal of providing timely processing and fulfillment of all Smartsheet sales assisted and trial subscription products focused on your assigned time zone(s) as part of Smartsheet's 24x6 follow the sun operational support strategy .

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.

The working hours for this role are 7:30 AM – 4:30 PM IST. You will report to our Senior Manager, Finance Operations, who is based in the United States.

You Will:

• Supervises a team of specialists in the execution and support of Smartsheet's 24X6 fulfillment support operations
• Manage day-to-day Order to Fulfillment processes for assigned worldwide time zone(s) supporting Smartsheet's 24x6 operational support strategy
• Act as point of escalation and resolution for sales assisted order issues on assigned time zone(s)
• 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
• Perform other duties as assigned

You Have:

• Expert knowledge of Salesforce CRM
• Strong ERP systems experience, specific Netsuite Experience a plus
• 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, application of company policy, completeness and accuracy
• Legally eligible to work in India on an ongoing basis
• Fluency in English is required