Manager, PMO
$145,000–$181,000 year
HybridLos Angeles, California, United States
Job Summary
Build and govern the PS delivery methodology by defining implementation frameworks, phases, and sign-off standards for all customer segments. Maintain a real-time portfolio view of active implementations, producing weekly and monthly health reports for leadership. Design and enforce a tiered escalation framework with defined triggers, SLAs, and DRI accountability to manage at-risk accounts. Lead the post-implementation RCA program, feeding root cause learnings back into delivery playbooks and standards. Own the configuration and adoption of PS tooling to ensure systems reflect ground truth, and develop living implementation playbooks by customer type.
Required Qualifications
- 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
- Direct experience building or owning a PMO or delivery methodology function — not just following one
- Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks, etc.)
- Strong analytical skills — you can build a portfolio health dashboard and explain what it means to a VP in three minutes
- Experience designing escalation frameworks and churn intervention playbooks
- Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
- Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)
Desired Qualifications
- Experience working in or serving the construction, field service, or trades industry is a strong plus
- PMP, PgMP, or equivalent project management certification
- Experience with Gainsight or a CS health-scoring platform
- Background in RCA methodologies: 5 Whys, FMEA, DMAIC, or Fishbone
- Prior experience scaling a PS team from 10 to 30+ IMs and CSMs
- Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
- CRM and CS platforms: Salesforce, Gainsight, GUIDEcx
- Project tracking: ClickUp, Asana, Jira, Confluence
- ERP and accounting integrations: NetSuite, QuickBooks, Sage
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