• Design and own the operating system that connects sales, onboarding, delivery, and retention into one cohesive engine • Lead a distributed global team across time zones, setting weekly priorities and holding contractors and employees accountable to results • Own new MRR targets: coordinate SDR activity, manage an outsourced sales team, and close new business personally where needed • Build an MRR-first model: define packaging, pricing minimums, and scope controls that reduce churn and rework • Run weekly sales and ops cadences, maintain a live scorecard, and deliver monthly KPI reviews to the Owner • Strengthen client onboarding, communication standards, and escalation protocols to protect a 95%+ retention target • Manage capacity planning, contractor coverage, and scheduling to prevent delivery bottlenecks during growth • Own rolling 13-week cash flow tracking and flag risks proactively • Build and maintain SOPs, templates, and checklists so the team can execute consistently without heroics • Track and improve key metrics: MRR health, close rates, on-time delivery, rework rates, and labor cost as % of revenue

• Supports quality assurance, compliance, and adherence to regulatory requirements for the branch and contact center operations within Horizon Credit Union. • Randomly audits financial transactions and lending practices to ensure policy standards and procedures are followed. • Updates procedures to reflect regulatory changes and makes recommendations based on audit findings to improve compliance and enhance member experience. • Recommends training and/or procedural enhancements to improve compliance, quality assurance outcomes, and the overall member experience based on quality assurance results. • Conduct daily quality assurance reviews that focus on compliance requirements to include internal policies, procedures and regulatory requirements for retail branches and the contact center. • Perform monthly branch audits that focus on procedural practices including Supervisor Overrides, Address & Contact changes, Share File Maintenance, Check Hold & Withdrawal, Instant Issue and booked loans. • Review a sample of Consumer and most Commercial memberships to ensure compliance with all required processes. • Validate that all documents are present, and the memberships are properly and accurately added to the core system. • Complete and provide reports to supervisor listing all tasks that require follow up and corrections. • Complete and provide retail operation dashboards to supervisor and post on the Hub for retail services, including ITM Center, Contact Center and Retail. • Identify opportunities for procedural changes and/or enhancements that will streamline processes, improve efficiency and enhance member experience. • Convert audit findings into meaningful business insights and recommendations, coordinating efforts to identify trends, patterns, and opportunities for improvements to include training opportunities and procedural enhancements for increased clarity. • Lead efforts to optimize retail operations quality control activity by identifying areas for enhancement within audit processes. • Support retail services in tracking and reporting cross-sale campaigns and recommend activities that focus on building member relationships and/or enhance the member experience. • Maintain up-to-date and comprehensive knowledge of all HZCU products and services, as well as all related policies, procedures, rules and regulations. • Support User Acceptance Testing (UAT) by completing a variety of test plans, semi-annual updates and patches/updates within the core system, which includes annual Business Continuity Plan testing. • Perform additional duties as assigned to support the Retail Operations Procedural and Training Manager to ensure Retail Operations meets a high level of quality assurance.

Role Description Smartsheet is looking for a Partner Operations Specialist to support the sales teams throughout the sales cycle. This role will be based out of Costa Rica and reports to our Manager of Partner Operations based in Costa Rica. - Support all sales teams and channel partners throughout the complete sales cycle to meet customer needs. - Work within the Salesforce.com CRM & CPQ system to assist sales reps. - Manage high volume intake queue, maintaining consistent SLAs. - Manage partner deal registration process (lead routing). - Review contracts and order paperwork for completeness and accuracy. - Create custom order forms, provide guidance on complex deal structures, and escalate specialized issues to appropriate stakeholders for resolution. - Quickly learn and master the quoting process. - Coordinate deal reviews with sales; support training, development, and compliance with operational policies. - Manage the daily deal approval process. - Work between the Finance, Legal, Professional Services, and Sales departments to ensure sales transactions are quick and efficient. - Identify areas for improvement in the Quote to Cash Cycle to accelerate order processing for improving sales efficiency. - Assist with the reconciliation of multiple transactions and other contract related adjustments. - Respond to Partner inquiries (purchase orders, quote requests, invoices, order confirmations, status updates, pricing details). Qualifications - 2+ years of experience with Order Management, Sales Ops, or Deal Desk at a SaaS organization. - 2+ years of experience working with channel partners. - Ability to ensure order detail and documentation is updated and entered in the system. - Familiarity with financial or revenue recognition principles and contracting guidelines. - Experience in a high volume / multi transactional environment for EOM, EOQ, and EOY. - Ability to thrive in a fast-paced, evolving, high-growth environment; ability to execute on new processes. - Ability to problem solve and work cross departmentally with multiple stakeholders. - Communicates clear and effectively to various situations and audiences. - Experience working in Salesforce, Smartsheet, and Tableau preferred. 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 LinkedIn Learning 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).

• Own Operational Health Across Production Streams • Maintain full visibility over utilization, profitability, delivery timelines, and process adherence across multiple teams and regions • Identify early risk signals in capacity, margin, or client satisfaction before they escalate • Act as first-line escalation for operational breakdowns impacting revenue or delivery confidence • Intervene decisively to stabilize execution and restore performance • Drive Planning, Forecasting & Capacity Control • Build and continuously refine forecasting models to anticipate resource constraints and delivery bottlenecks • Align production, finance, and sales around realistic planning assumptions • Translate pipeline signals into capacity strategies • Establish predictable operational rhythms that reduce reactive firefighting • Own KPI Systems & Performance Accountability • Define, track, and evolve operational KPIs including utilization, contribution margin, throughput, and compliance • Detect negative KPI trends and implement structural fixes — not temporary patches • Drive performance accountability with Delivery Managers and Project Managers by setting clear expectations, decision rights, and measurable targets — while creating the structure that allows them to focus on high-impact work • Introduce reporting improvements that increase visibility and decision speed • Improve Systems, Tools & Operational Frameworks • Lead implementation of new tools, automation layers, or process upgrades that increase scalability • Simplify fragmented workflows across geographies • Standardize operational best practices across production streams • Represent operations in strategic internal forums and client-critical situations