About Smartsheet
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.
Role Overview
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 localisation 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 localised customer experience for our global user base.
Key Responsibilities
Core Internationalization (i18n) Strategy & Program Leadership
- Define and own the end-to-end Internationalisation program strategy and roadmap, aligning it with company-wide business growth objectives and product launch cycles
- Drive cross-organisational i18n initiatives and feature readiness across multiple engineering and product teams, ensuring timely delivery of internationalised features
- Act as the primary advocate and evangelist for i18n best practices, developing, documenting, and socialising guidelines for engineering, product, and content teams
Support Content Localisation (l10n) End-to-End Ownership
- Own the localisation workflow for all customer-facing Support assets, including Help Centre articles, troubleshooting guides, images, and videos
- Partner closely with the Customer Support and Writing teams to define localisation scope, prioritisation, 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 optimise 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
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 localised Support content types.
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.
Requirements
- 5+ years of experience in program management, technical product management, or a related leadership role focused on i18n and l10n
- Specific, demonstrated experience managing the localisation pipeline for Customer Support, Help Centre, or Technical Documentation content
- Proven familiarity with core internationalisation principles and best practices for developing world-ready software
- Expert-level understanding of the localisation technology stack, including various TMSs and i18n tooling (e.g., Globalyzer) and their integration with content platforms
- Demonstrated experience driving complex, cross-organisational i18n initiatives and successfully evangelising best practices and requirements to technical and non-technical stakeholders
- 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 localised support content on customer satisfaction (CSAT) and support costs
- Legally eligible to work in Bulgaria
- Fluency in English is required
