Order Operations Specialist (Remote Elegible - Costa Rica)

OpenKrill; United States; Remote; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health & Life insurance for employees

Monthly stipend

Asociacion Solidarista with employee &

12 days paid vacation

20 weeks maternity leave

12 weeks paternity/adoption leave

Volunteer day

Udemy courses access

Company funded perks including a couns

Teleworking options Costa Rica

Job summary

Smartsheet is seeking an Order Operations professional in the United States to support sales cycles, audit data for policy compliance, and optimize the end-to-end Quote-to-Cash process.

You will collaborate with Finance, Legal, and Professional Services, manage CPQ workflows in Salesforce, and monitor SLA/TAT while adapting to growth and evolving business rules.

Qualifications

• 2+ years in Order Management, Sales Ops, or Deal Desk with KPIs.
• Experience in multinational environments and global time zones.
• Strong analytical skills and data-driven decision making.
• Experience tracking performance metrics (errors, volume, cycle times).
• Comfort with high-growth environments and changing processes.
• Knowledge of revenue recognition principles and contracting guidelines.
• Proficient English communication; able to translate data into actions.

Responsibilities

• Support sales teams throughout the complete cycle with data audits for 100% compliance.
• Master CRM/CPQ within Salesforce.com & CPQ; report on bottlenecks and data issues.
• Manage daily approval process with SLA adherence and TAT metrics.
• Analyze complex deal structures; customize order forms and assess risk.
• Collaborate with Finance, Legal, and Professional Services on deal data reconciliation.
• Identify trends in the Quote-to-Cash cycle and design process improvements.
• Assist in documenting and training new operational workflows during change.
• Team up with Order Operations members to address requests.
• Perform other duties as assigned.

Skills

Order management

Sales operations

Deal desk

Data analysis

KPI reporting

Cross-functional collaboration

English communication

Tools

Salesforce CPQ

CRM systems

Job description

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.