Order Operations Specialist (Remote Elegible - Costa Rica)

For over 20 years, Smartsheet has empowered teams to manage work seamlessly and scale solutions smarter. Now, in our most ambitious chapter yet, we are uniting human teams with AI agents. By orchestrating the work agents do best, automating manual tasks and uncovering insights at scale, we create the space for people to focus on what truly matters: judgment, creativity, and big thinking. That is magic at work, and it’s what we show up for every day. You will report to our Manager of Order Operations based in Costa Rica. This role is eligible for remote work within Costa Rica. You must reside in Costa Rica. You Will • Support sales teams throughout the complete cycle, utilizing data audits to ensure 100% compliance with Smartsheet’s policy and customer needs. • Master CRM/CPQ Infrastructure: Work within Salesforce.com & CPQ to assist sales, while identifying and reporting on system bottlenecks or data integrity issues. • Operational Excellence & Metrics: Manage the daily approval process with a focus on SLA adherence and Turnaround Time (TAT) metrics. • Analyze Complex Deal Structures: Customize order forms and provide guidance on complex deals, using analytical reasoning to balance commercial flexibility with financial risk. • Cross-Functional Collaboration: Partner with Finance, Legal, and Professional Services to resolve transaction hurdles, acting as the primary point of contact for deal-related data reconciliation. • Continuous Process Optimization: Proactively identify trends in the Quote-to-Cash (QTC) cycle; design and implement process improvements to accelerate revenue recognition and sales efficiency. • Navigate Change & Scaling: Adapt quickly to evolving business rules and organizational shifts, assisting in the documentation and training of new operational workflows. • Team up with other Order Operations team members to address requests. • Perform other duties as assigned You Have • 2+ years of experience in Order Management, Sales Ops, or Deal Desk, with a proven track record of meeting quantitative KPIs. • 1+ years of experience in a multinational environment, comfortably navigating global time zones and diverse stakeholders. • Strong Analytical Foundation: Ability to interpret complex contract data, identify patterns in transactional errors, and suggest data-driven solutions. • Metric-Driven Mindset: Familiarity with tracking and reporting on performance metrics (e.g., error rates, volume trends, and cycle times). • Adaptability: Proven ability to thrive in a high-growth environment where processes change frequently; you view "constant change" as an opportunity for optimization. • Technical Proficiency: Comfort with financial/revenue recognition principles and contracting guidelines; experience with EOM/EOQ/EOY high-volume surges. • Communication: B2+ English proficiency; ability to translate complex data issues into clear action items for stakeholders. Perks and Benefits: • Fully paid Health & Life insurance for full-time employees and family members • Monthly stipend to support your work and productivity • Asociacion Solidarista with employee and employer contributions as well as potential alliances with entities such as universities, gyms, etc. • 12 days paid Vacation + Flexible Time Away Program • 20 weeks fully paid Maternity Leave • 12 weeks fully paid Paternity/Adoption Leave • Personal paid Volunteer Day to support our community • Opportunities for professional growth and development including access to Udemy online courses • Company Funded Perks including a counseling membership and your own personal Smartsheet account • Teleworking options from any registered location in Costa Rica (role specific) 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, India, and Singapore. 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. #LI-Remote