Key Responsibilities

1. Team Management and People Leadership:

Lead and develop a team of Project Managers, providing guidance, mentorship, and support to foster a collaborative, high-performing environment. Promote a culture of accountability, professional growth, and continuous improvement within the Project Management team. Build strong internal relationships across departments, including Technical Experience, Product Management, Sales, Customer Support, and Marketing, ensuring effective communication and alignment. Support each team member’s development and ensure that they have the tools, training, and resources to deliver projects successfully. Cultivate a team approach to problem-solving, where diverse perspectives are valued and collaboration is prioritized.

2. Customer-Centric Project Management:

Oversee and execute client-facing projects, ensuring a seamless customer journey from onboarding through to ongoing support. Develop and monitor project plans focused on low customer effort and high satisfaction, adjusting strategies to respond to customer feedback and sentiment throughout each phase. Drive the adoption of project management methodologies tailored for customer-focused initiatives, enhancing consistency and quality in project delivery. Maintain strong, high-level customer relationships through regular communication on project progress, achievements, and outcomes. Act as a key contributor in strategic planning, providing insights on enhancing customer engagement through project initiatives.

3. Cross-Functional Collaboration:

Collaborate closely with stakeholders across various teams to ensure alignment of project goals with broader organizational objectives. Serve as a liaison between the Project Management team and other departments, fostering clear communication channels that ensure all contributors are informed and engaged. Partner with Sales, especially through the Customer Operations contributor, to ensure successful project planning, SOW (Statement of Work) execution, and delivery from project inception to completion.

4. Performance and Process Optimization:

Set and monitor performance metrics, using data-driven insights to continuously improve project outcomes and customer interactions. Lead change management efforts for projects, ensuring all stakeholders understand project goals and are committed to supporting successful implementation. Ensure all business operations are conducted according to company policies and procedures.

Qualifications for Success:

Bachelor’s degree in Business Administration, Project Management, or a related field. 8+ years of experience in project management within a PMO, with a proven focus on customer-related projects. Demonstrated experience in leading PMO teams, with a strong track record of enhancing customer experiences and delivering high-impact projects. Strong leadership abilities with a focus on people management, able to inspire and support a high-performing, customer-focused team. Excellent communication and interpersonal skills, with a demonstrated ability to manage stakeholder relationships effectively and foster a positive team dynamic. In-depth knowledge of project management tools and methodologies, ideally within SaaS environments. Analytical skills for assessing project outcomes and making data-driven improvements to future project implementations. Budget and resource management experience, aligning project needs with departmental and organizational financial guidelines.

Other Important Qualities:

A proactive, customer-first mindset, with a commitment to delivering high-quality, low-effort solutions for clients. Adaptability and the ability to lead change effectively, ensuring both team and customer expectations are met and exceeded. A collaborative approach, demonstrating a high level of accountability and a desire to support colleagues and customers alike.