Smartsheet

Compensation

Full Description

Job Description: • 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 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 • Proficiency in a second language is a big plus. Benefits: • Health insurance • Paid time off • Professional development opportunities