Process Optimization Analyst

Smartsheet’s Financial Care team is seeking a Process Optimization Analyst to lead the design and implementation of operational improvements across billing, payments, and financial support workflows. As a Process Optimization Analyst in the Financial Care department, you will be responsible for analyzing, designing, and implementing improvements to customer care operations related to billing, payments, and financial support. You will leverage data-driven insights, automation, and AI technologies to streamline workflows and enhance the customer experience. Gain an understanding of Smartsheet financial systems, underlying data structure and financial care processes to identify areas for improvement. Design and implement optimized workflows using Smartsheet and other internal tools. Collaborate with multiple departments across our company to align process improvements with business goals. Support project management functions, ensure deadlines are met and support the general execution, documentation, and implementation of assigned projects. Develop and monitor KPIs to measure the effectiveness of implemented changes. Lead initiatives to automate repetitive tasks and reduce manual effort. Integrate AI-powered tools (e.g., chatbots, predictive analytics, etc.) to enhance customer support and operational efficiency.