Senior Program Manager, Internationalization & Localization (Remote Eligible)

Smartsheet•San Jose, CA

20d•Remote

About The Position

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.

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 localization pipeline for Customer Support, Help Center, or Technical Documentation content
Proven familiarity with core internationalization principles and best practices for developing world-ready software
Expert-level understanding of the Localization technology stack, including various TMSs and i18n tooling (e.g., Globalyzer) and their integration with content platforms
Demonstrated experience driving complex, cross-organizational i18n initiatives and successfully evangelizing 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 localized support content on customer satisfaction (CSAT) and support costs

Nice To Haves

Proficiency in a second language is a big plus

Responsibilities

Define and own the end-to-end Internationalization program strategy and roadmap, aligning it with company-wide business growth objectives and product launch cycles
Drive cross-organizational i18n initiatives and feature readiness across multiple engineering and product teams, ensuring timely delivery of internationalized features
Act as the primary advocate and evangelist for i18n best practices, developing, documenting, and socializing guidelines for engineering, product, and content teams
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
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