Director, Customer Experience PMO

Director, Customer Experience PMO

Togetherwork | Customer Experience

Reports to:

Vice President, Customer Experience

The Director, Customer Experience Program Management Office leads the Project Management function across Professional Services and Onboarding within Customer Experience. You own the operating rhythm, delivery standards, and portfolio health that move Togetherwork's most important CX outcome: reducing days to go-live across our product portfolio.

You lead a team of 8 to 10 Project Managers distributed across verticals, set the cadence for how implementation work runs end to end, and partner with product and vertical leaders to shrink cycle time without sacrificing quality. You are a peer to the Program Manager role, who owns leadership cadence and the cross-CX master program board. Together, your two roles form the execution backbone of CX.

Delivery Execution and Cycle Time

• Own days to go-live as the primary portfolio KPI. Baseline by product, set targets, and drive quarterly reduction plans.
• Run the operating rhythm for implementation delivery across PS and Onboarding, including stage gates, escalation paths, and cross-team handoffs.
• Work with leadership to define strategies for at-risk implementations and mobilize the right resources to unblock them.

Team Leadership

• Lead, coach, and develop a team of 8 to 10 Project Managers spanning multiple product verticals.
• Set clear performance expectations, career pathing, and hiring standards for the PM function.
• Build a culture of accountability, cross-team collaboration, and pride in shipping.

Delivery Standards and Methodology

• Define and evolve the standard PM operating model: charters, milestones, artifacts, status reporting, and handoff protocols.
• Right-size governance to the maturity of each product and vertical. Structure where it earns its keep, agility everywhere else.
• Drive adoption of consistent tooling and delivery practices across the portfolio.

Portfolio Visibility and Reporting

• Publish weekly portfolio health, monthly executive rollups, and per-product trend commentary.
• Partner with the Director of Reporting and Analytics to align execution data with CX KPI frameworks.
• Give leadership a current, honest view of what is in flight, what is at risk, and where to intervene.

Capacity and Resource Discipline

• Partner with PS leadership on utilization, ramp planning, and contractor engagement to keep the delivery engine matched to demand.
• Inform hiring plans and capacity models with delivery data, not assumptions.

Cross-Functional Partnership

• Partner closely with Sales, Product, Support, and Customer Success to remove friction at the seams of the customer journey.
• Act as a trusted operator across CX leadership, translating strategy into shipped outcomes.

• Days to go-live reduction across the portfolio, by product, on a quarterly cadence.
• Predictability of implementation timelines and reduction in schedule slippage.
• PM team engagement, retention, and progression.
• Adoption of standardized delivery practices across products.
• Executive confidence in portfolio health reporting.

• 10 or more years in SaaS Professional Services or Implementation leadership, with 5 or more managing PM teams at scale.
• Proven cycle-time results. You can point to specific implementations where you shortened days to go-live and explain exactly how you did it.
• Multi-product or multi-vertical portfolio experience. Comfortable operating in a scaling company with acquired products at mixed maturity levels.
• People leader with a track record of developing PMs into senior PMs and leaders.
• Fluency with PSA and project delivery tooling. Experience selecting or maturing a delivery platform is a plus.
• Executive communication. Concise, data-forward, honest about risk, low patience for filler.
• Bias for pragmatism. You know when to standardize and when to move fast without the paperwork.
• Experience leveraging data and AI-enabled tools to inform delivery decisions.

• Reports to the Vice President, Customer Experience.
• Peer to the Chief of Staff and Program Manager role.
• Leads a team of 8 to 10 Project Managers across product verticals.
• Partners closely with PS leadership, the Director of Reporting and Analytics, and product vertical leaders.

At Togetherwork, we exist to help community-driven organizations grow and thrive, creating better experiences for the people they serve. As part of our team, you will contribute to our TW28 vision by living our core values:
Obsess over our customers. Own it. Together. Move fast with purpose. These values aren't just words. They guide how we work, collaborate, and lead. We are building a stronger company, together.

The Company offers a comprehensive employee benefits program, including:
Medical, dental, and vision insurance options
100% Employer paid short/long term disability
100% employer-paid Basic Life and AD&D insurance
401(k) retirement plan with a 100% company match up to 4%
Flexible paid…