J-1 Visa Service Operations Manager Jobs
Service Operations Manager roles in the United States are accessible to international professionals through the J-1 Trainee or Specialist program category, depending on your experience level. Securing sponsorship requires a U.S. Department of State-designated sponsor organization to issue your DS-2019 before you begin work with a host employer.
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Get Access To All JobsINTRODUCTION
For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for every day.
Smartsheet is seeking a Sr. Technical Support Operations Manager to focus on the operational architecture required to balance efficiency with a high-quality customer experience. You will be responsible for the tools and logic that dictate how we staff our teams, how we measure quality, and how we route technical issues. Your goal is to move the support organization toward a predictive, data-driven model that integrates technical signals into the broader customer retention strategy.
YOU WILL
- Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization.
- Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones.
- Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs.
- Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort.
- Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable.
- Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions.
- Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source.
YOU HAVE
- 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment.
- Systems Expertise: Proficiency with Salesforce Service Cloud and integrated operational tools such as WFM and QA platforms.
- Analytical Proficiency: Strong capability in capacity modeling and volume forecasting, with the ability to translate data into actionable staffing plans.
- Operational Discipline: A track record of formalizing messy processes into documented, repeatable workflows that scale globally.
- Collaboration Skills: Experience partnering with Support VPs and Directors to build systems that meet aggressive service level targets without increasing operational friction.
CURRENT US PERKS & BENEFITS
- Medical/vision and dental coverage options for full-time employees
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Sick Time Off
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.
US Base Salary Pay Range $112,500 - $142,500 USD
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, 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.
INTRODUCTION
For over 20 years, Smartsheet has helped people and teams achieve–well, anything. From seamless work management to smart, scalable solutions, we’ve always worked with flow. We’re building tools that empower teams to automate the manual, uncover insights, and scale smarter. But more than that, we’re creating space– space to think big, take action, and unlock the kind of work that truly matters. Because when challenge meets purpose, and passion turns into progress, that’s magic at work, and it’s what we show up for every day.
Smartsheet is seeking a Sr. Technical Support Operations Manager to focus on the operational architecture required to balance efficiency with a high-quality customer experience. You will be responsible for the tools and logic that dictate how we staff our teams, how we measure quality, and how we route technical issues. Your goal is to move the support organization toward a predictive, data-driven model that integrates technical signals into the broader customer retention strategy.
YOU WILL
- Lead Strategic Roadmap Planning: Partner with the Technical Support senior leadership team to drive the development of quarterly roadmaps and prioritization planning for the technical support organization.
- Optimize Support Delivery Process: Own the technical lifecycle of the global support stack, including oversight of Workforce Management and Quality Assurance tools. You will lead the design of scoring rubrics and staffing logic to maintain service level targets across global time zones.
- Drive Demand and Capacity Planning: Build the support capacity models used for long-term headcount planning. You will use historical volume data and growth projections to predict future support demand and determine the optimal staffing requirements to meet business needs.
- Manage Routing and Tiering Logic: Manage the technical rules, definitions, and workflows that dictate how cases are segmented and routed. You will ensure that technical issues reach the correct internal tiers immediately to minimize resolution time and customer effort.
- Operationalize Support-to-Success Handoffs: Design and manage the workflows that pass account risks, expansion opportunities or training gaps identified in support tickets to the appropriate Sales or Customer Success teams. You will ensure these handoffs are automated and trackable.
- Automate Premium Entitlements: Manage the technical integration of appointment scheduling systems for premium offerings. You will define the logic that verifies a customer’s entitlement in Salesforce before allowing access to specialized support sessions.
- Establish Product Feedback Loops: Partner with Product and Engineering to formalize the process for surfacing the voice of the customer sentiment, technical friction points and common product issues. You will provide the data-driven insights needed to influence the product roadmap and reduce support volume at the source.
YOU HAVE
- 7+ years of experience in Technical Support Operations, Revenue Operations, or Business Operations in a SaaS environment.
- Systems Expertise: Proficiency with Salesforce Service Cloud and integrated operational tools such as WFM and QA platforms.
- Analytical Proficiency: Strong capability in capacity modeling and volume forecasting, with the ability to translate data into actionable staffing plans.
- Operational Discipline: A track record of formalizing messy processes into documented, repeatable workflows that scale globally.
- Collaboration Skills: Experience partnering with Support VPs and Directors to build systems that meet aggressive service level targets without increasing operational friction.
CURRENT US PERKS & BENEFITS
- Medical/vision and dental coverage options for full-time employees
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Sick Time Off
- US employees are automatically covered under Smartsheet-sponsored life insurance, short-term, and long-term disability plans
- US employees receive 12 paid holidays per year
- Up to 24 weeks of Parental 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, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a competitive base salary range for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive incentive opportunity.
US Base Salary Pay Range $112,500 - $142,500 USD
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, 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.
See all 7+ Service Operations Manager jobs
Sign up for free to unlock all listings, filter by visa type, and get alerts for new Service Operations Manager roles.
Get Access To All JobsTips for Finding J-1 Visa Sponsorship as a Service Operations Manager
Align your training plan to operations management
Your DS-2019 training plan must map your daily responsibilities to measurable learning objectives. Document specific skills you'll develop in areas like process optimization, vendor management, and cross-functional team coordination to satisfy your designated sponsor's review.
Identify whether Trainee or Specialist fits you
The J-1 Trainee category applies if you graduated within the past year or have under five years of professional experience. Specialist applies to seasoned operations professionals. Choosing the wrong category can trigger rejection from the designated sponsor issuing your DS-2019.
Search Migrate Mate for J-1-compatible host employers
Use Migrate Mate to filter Service Operations Manager roles by employers with active exchange visitor hosting history. This shortens your search considerably, since not every employer is prepared to act as a J-1 host organization alongside a designated sponsor.
Verify host employer E-Verify enrollment upfront
Many designated sponsors require your host employer to be enrolled in E-Verify before issuing a DS-2019. Confirm enrollment status during initial conversations with the employer, not after an offer is extended, to avoid delays in sponsor approval.
Check the two-year home residency requirement early
Government-funded training programs or skills on the Exchange Visitor Skills List can trigger a two-year home-country residency requirement after your J-1 ends. Confirm whether your program or home country activates this rule before accepting a host employer's offer.
Benchmark your offered wage against OFLC data
Designated sponsors and host employers must confirm your compensation meets prevailing wage standards for the role and location. Pull the applicable wage level from the OFLC Wage Search for Service Operations Manager positions before your training plan is finalized.
Service Operations Manager jobs are hiring across the US. Find yours.
Find Service Operations Manager JobsService Operations Manager J-1 Visa: Frequently Asked Questions
Which J-1 program category applies to Service Operations Manager roles?
Most Service Operations Manager candidates qualify under the J-1 Trainee category if they have a relevant degree and fewer than five years of operations experience, or the Specialist category if they bring substantial field expertise. Current degree students completing a structured practicum may qualify under the Intern category instead. Your designated sponsor determines the correct classification based on your background and the host employer's training plan.
Who actually sponsors my J-1 visa for this type of role?
The visa sponsor is a U.S. Department of State-designated organization, such as Cultural Vistas or AIPT, not the hiring employer. The employer acts as your host organization, responsible for your day-to-day training. The designated sponsor issues your DS-2019 form, monitors your program compliance, and serves as the official point of contact with the State Department throughout your exchange.
How do I find host employers open to J-1 exchange visitors in operations management?
Migrate Mate lets you search Service Operations Manager positions with employers that have demonstrated willingness to host J-1 exchange visitors. Targeted searches save significant time since many employers are unfamiliar with the host organization obligations, such as co-signing the training plan and coordinating with the designated sponsor, and decline without prior experience in the program.
What does the J-1 training plan need to include for an operations management position?
Your training plan, typically filed on Form DS-7002, must outline phase-by-phase learning objectives tied directly to operations management competencies, such as supply chain coordination, performance metric analysis, and process improvement methodologies. Each phase should specify duration, supervision arrangements, and the skills you'll acquire. Vague or generic plans are routinely rejected by designated sponsors before the DS-2019 is issued.
Does the two-year home residency requirement affect Service Operations Manager trainees?
It can. The two-year home-country residency requirement applies if your J-1 program is funded by your home government or the U.S. government, or if your home country lists operations management skills on the Exchange Visitor Skills List. If triggered, you must return home for two years before changing to most other U.S. visa statuses. Confirm applicability with your designated sponsor before your training begins.
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