Smartsheet

Senior Program Manager, Internationalisation & Localisation

Smartsheet

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇧🇬 Bulgaria

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Job Level

Senior

About the role

  • Define and own the end-to-end Internationalisation program strategy and roadmap, aligning it with company-wide business growth objectives and product launch cycles
  • Drive cross-organisational i18n initiatives and feature readiness across multiple engineering and product teams, ensuring timely delivery of internationalised features
  • Act as the primary advocate and evangelist for i18n best practices, developing, documenting, and socialising guidelines for engineering, product, and content teams
  • Own the localisation workflow for all customer-facing Support assets, including Help Centre articles, troubleshooting guides, images, and videos
  • Partner closely with the Customer Support and Writing teams to define localisation scope, prioritisation, 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 optimise 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 localised 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 localisation pipeline for Customer Support, Help Centre, or Technical Documentation content
  • Proven familiarity with core internationalisation principles and best practices for developing world-ready software
  • Expert-level understanding of the localisation technology stack, including various TMSs and i18n tooling (e.g., Globalyzer) and their integration with content platforms
  • Demonstrated experience driving complex, cross-organisational i18n initiatives and successfully evangelising 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 localised support content on customer satisfaction (CSAT) and support costs
  • Legally eligible to work in Bulgaria
  • Fluency in English is required.
Benefits
  • Equal Opportunity Employer
  • Fostering an inclusive environment

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
program managementtechnical product managementlocalisation pipeline managementinternationalisation principleslocalisation technology stackTranslation Management System (TMS)GlobalyzerCI/CD pipelinesrepository managementcustomer satisfaction measurement
Soft skills
communicationproblem-solvingstakeholder managementinfluencing without authoritycollaborationsimplifying complexitydriving consensus