Senior Manager- Customer Implementations PMO

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries.

We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition  : 18954

Employment Type : Full Time

Job Category : Sales

Work Location : Davidson, NC (CSC)

BRIEF

POSITION SUMMARY:

The MSC leader for the Customer Implementation PMO is a senior project management office professional responsible for overseeing the project lifecycle of customer implementations within the organization, ensuring smooth transition and successful adoption of products or services by coordinating cross-functional teams, managing project timelines, risks and budgets while maintaining a strong focus on customer satisfaction and meeting their specific needs throughout the implementation process.

The Customer Implementations PMO leader is critical to MSC by ensuring successful implementation of MSC solutions in support of time to revenue and sales growth.

DUTIES AND RESPONSIBILITIES

The Customer Implementation Project Management team is expected to:

• Lead the planning and execution of customer implementation projects from initiation to post-implementation support, including defining project scope, timelines, milestones, and deliverables.
• Collaborate with sales, customer success, and technical teams to gather detailed customer requirements and translate them into actionable project plans.
• Manage project dependencies, critical paths, and resource allocation to ensure timely delivery.
• Build and maintain strong relationships with key customer stakeholders throughout the implementation process, including project sponsors, decision-makers, and end-users.
• Proactively communicate project progress, risks, and potential issues to stakeholders through regular status updates and meetings.
• Address customer concerns and manage expectations effectively.
• Identify potential risks early on and develop mitigation strategies to minimize project impact.
• Proactively escalates critical issues to relevant stakeholders and manage resolution plans.
• Monitor project performance against key metrics and implement corrective actions when necessary.

The PMO Leader will:

• Assemble and lead cross‑functional implementation teams, including project managers, solutions consultants, and customer success representatives.
• Foster a collaborative team environment, providing guidance, mentorship, and performance feedback to team members.
• Continuously evaluate and optimize customer implementation processes to improve efficiency, quality, and customer satisfaction.
• Own the PMO suite of tools within Salesforce environment and develop customer‑facing reporting on implementation status at the location, division, and enterprise levels.
• Identify areas for improvement and implement best practices across the PMO.
• Develop comprehensive project reports and dashboards to track key performance indicators (KPIs) and provide insights into project health and customer satisfaction.
• Analyze implementation data to identify trends and areas for improvement.
• Perform all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct.
• Drive the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission.
• Participate in special projects and perform additional duties as required.

QUALIFICATIONS

• Bachelor’s degree in business, project management, or a related field. Master’s degree in business administration (MBA) or equivalent preferred.
• PMP, PgMP, or equivalent certification is required.
• 10+ years of experience in project management, with a focus on customer implementations.
• 5+ years experience leading a customer implementation PMO team.
• 5+ years experience in supply chain, sales, or commercial operations.

• Proven track record of successfully…