• Analyze, structure, and document requirements for strategic technology initiatives within the Operations domain • Plan and manage cross-functional projects and ensure their successful execution across multiple teams and stakeholders • Monitor project progress, identify risks early, and proactively drive mitigation actions • Prepare management updates, steering committee materials, and decision-making proposals for senior leadership • Coordinate communication between teams and ensure alignment on objectives, timelines, and deliverables • Support Tech Product Leadership with strategic initiatives, analyses, and operational priorities • Manage external IT providers, establish best-practice provider management processes, and support contract negotiations through to completion

Role Description As a Senior Manager, Technical Support you will be directly responsible for managing and mentoring multiple teams of globally distributed professionals in providing exceptional customer support experiences. This position manages the day-to-day operations of the team and works closely with other Support leaders to ensure the team is hitting its targets. Responsibilities include coaching and developing individuals within the team in their roles as product experts and participating in improvement efforts across Support. The successful candidate will be experienced (6+ years) in leading and developing a Support team within a Software as a Service environment. At Smartsheet Support we empathize and empower others with expert engagements and are the first line of response for our customers to fix issues, share best practices, and advocate for users. Our teams of experts are aligned to various domains of knowledge, promoting the most effective and expedient customer resolution. You will report to a Sr Support Manager within the Global Support team. Estimated Breakdown: Core responsibility distribution may change depending on business and customer need but in general fall around: - 70% People management, career development & coaching - 30% Operations: Provide oversight, case/queue management & insights of the day-to-day operations of your team, owning and driving towards meeting KPIs/SLAs You Will: - Manage & lead multiple teams of globally distributed technical support professionals to provide enterprise-level, post-sales technical support to Smartsheet customers. - Set clear objectives, coach & provide feedback, evaluate progress, and instill a high performance culture with focus on teamwork, customer excellence, and ownership for resolving customer issues. - Own and drive performance and customer outcomes through the delivery of SLAs and KPIs. - Leverage the strengths of your team to maintain case volume, reduce backlog, and deliver improvements to Support experiences. - Analyze and interpret KPI metrics, customer feedback, to identify trends and make recommendations for improving efficiencies. - Execute to meet targets of strategic goals set by Support Leadership. - Perform regular case reviews and quality assessments of your team. - Actively engage in the release readiness process and assist with evaluating new features and changes. - Create a culture of inclusivity, recognizing the strengths that individuals bring to the team to promote engagement and development opportunities. - Recruit to business needs, alongside recruitment partners, shaping and iterating to ensure the quality of talent attracted. - Partner with the Training team, as applicable, aligning on onboarding and assessment objectives and programs, through feedback and effective communication whilst sharing any skill gaps. - Promote continuous improvements through recognition and feedback within the team. - Effectively partner across the global Support organization and other stakeholders to drive initiatives, share ideas, and model team collaboration. - Other duties as assigned. Qualifications - 6+ years of prior people management or equivalent experience in mentoring, managing, or providing feedback to individual contributors. - 3+ years experience working in a technical support or customer service environment, with a preference for prior experience operating in a fast-paced, high-volume technical SaaS environment with a high degree of critical thinking and problem solving. - Experience with frontline management and working with or leading global teams preferred. - Experience in coaching, mentoring, managing, and evaluating performance of individual contributors. - Excellent end-user interaction and strong written and verbal communication skills. - Leadership skills and proven track record as a resource for other team managers. - Demonstrated ability to work independently and take ownership of issues or challenges. - Ability and desire to learn and develop new skills quickly and grow along with a leading global software product. Benefits - 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. 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, and India. 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.

• Responsible for the successful delivery of program services within their team • Provides mentoring and support to a team of Rehabilitation Service Specialists (RSSs) • Ensures all relevant service standards and participant outcomes meet contract requirements • Maintains effective relationships with funders and Rehabilitation Service Professionals • Creates and maintains partnerships with service providers, community agencies, and employers to improve participant outcomes • Monitors staffing and capacity levels at the local team level

Role Description Directs the daily operation and leads the performance of a Subcontracts Administration staff establishing and managing subcontracts. Assist Compliance Managers to develop, implement, and direct policies, practices, and procedures which are in accordance with federal, commercial, state/local, and/or international Procurement regulations. Must be an excellent negotiator, capable of negotiating price, scope, Terms & Conditions and Prime Contract flow downs. Will also be responsible to review and approve complex basis of estimates for Prime Contract proposals and ensure compliance with Truthful Cost or Pricing Data. - Lead and manage a team of Subcontracts professionals at various experience levels in proposal preparation, subcontract negotiations, subcontract management/administration. - Manage subcontracts for assigned programs, including planning, negotiating, administering and executing proposals and subcontract agreements. - Develop and maintain professional and dependable relationships with both internal and external customers. - Responsible for procurement compliance and Cost/Price Analysis and the review/signing of Proprietary Information Agreements. - Drive Zero Defect initiatives with supply base. - Develops/validates subcontract specifications, work statements, Subcontract Management Plans and Terms and Conditions for the procurement of specialized materials, equipment, supplies and services. - Lead activities of subcontract administration teams on assigned programs required for the sourcing of complex programs for material, software, and services. - Prepare/review proposals, develop evaluation criteria, negotiate subcontract provisions, select or recommend subcontractors, write subcontract packages for review, prepare awards and administer resulting subcontracts. - Negotiate additions, deletions, or modifications to subcontracts and resolve invoice issues. - Assist in planning, developing, and executing corporate training and organizational development plan for Subcontracts personnel. Qualifications - Ability to motivate and manage personnel. - Knowledge of FAR and DFAR regulations and the nature of flow down requirements. - Understanding of the role of subcontractors in complex industries. - Ability to resolve contractual conflicts with subcontractors through negotiations and contractual vehicles. - Understanding/knowledge of CPSR audits and requirements. - Comprehensive understanding of subcontractor solicitations and bid analysis/process. - Identify/assess Risks & Opportunities throughout the duration of the program. - Excellent verbal and written communication skills. - Excellent time management/organization skills. - Ability to find win-win solutions; a “make it happen” attitude. - Ability to develop and implement organizational changes as required to meet a changing environment. - Ability to work closely with Contracts, Finance, Project Managers, and various Compliance Teams (proposal compliance and procurement compliance). Requirements - Bachelor's Degree in related discipline. - 10+ years of directly related work experience preferably in a government contracting environment. - Strong experience managing Subcontracts or Procurement team. - Experience in a large multifaceted electronic manufacturing environment. - Familiarity with defense aerospace industry & regulations. - Must be able to Travel 25%. - Experience with contract negotiations and reviewing terms and conditions; legal or contracts background. - Strong experience generating, negotiating and executing major subcontracts and purchase agreements, with the financial acumen to evaluate pricing, cost impacts, and contractual risk. - Experience leading major procurement efforts in a Department of Defense (DOD) contracting environment, FAR, DFAR, ITAR and EAR. - Experience in project and supplier management. - Excellent time management and organizational skills. - Strong strategic and critical thinking skills, with excellent verbal and written communication abilities. - Conduct effective meetings with personnel and facilitate meetings with subcontractors and BAE Systems managers. - Work closely with Operations Proposal Group to develop subcontractor strategies including packaging work and negotiating to support the price to win. - Proficient with Microsoft Office Suite (Microsoft Excel, Word, and Outlook). - (THIS IS NOT A LEGAL / LAWYER POSITION) Benefits - Graduate degree in a related field. - Well versed with Oracle ERP system. - Secret clearance or secret eligible. - Cost Analysis experience (COPD, CID, Competitive). - Earned Value Management and Lifecycle Management experience. - Professional Supply Chain Certification: C.P.M., C.P.S.M., P.M.P. - Willingness and desire for continuous improvement. - Generosity of thought and knowledge. Company Description BAE Systems, Inc. is the U.S. subsidiary of BAE Systems plc, an international defense, aerospace and security company which delivers a full range of products and services for air, land and naval forces, as well as advanced electronics, security, information technology solutions and customer support services. Improving the future and protecting lives is an ambitious mission, but it’s what we do at BAE Systems. Working here means using your passion and ingenuity where it counts – defending national security with breakthrough technology, superior products, and intelligence solutions. At BAE Systems, you’ll find a rewarding career that truly makes a difference. Electronic Systems (ES) is the global innovator behind BAE Systems’ game-changing defense and commercial electronics. Exploiting every electron, we push the limits of what is possible, giving our customers the edge and our employees opportunities to change the world. Our products and capabilities can be found everywhere – from the depths of the ocean to the far reaches of space. At our core are more than 14,000 highly talented Electronic Systems employees with the brightest minds in the industry, we make an impact – for our customers and the communities we serve.