Senior Manager- Customer Implementations PMO

Senior Manager – Customer Implementations PMO

Join to apply for the Senior Manager – Customer Implementations PMO role at MSC Industrial Supply Co.

Serving customers and our community starts with the best people doing their best work. MSC Industrial Supply Co. is 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, executing our Built to Make You Better promise for all stakeholders.

Requisition : 18954
Employment Type: Full Time
Job Category: Sales
Work Location: Davidson, NC (CSC)

The MSC leader for the Customer Implementation PMO is a senior project management office professional responsible for overseeing the lifecycle of customer implementations. This role ensures smooth transitions, successful adoption of MSC solutions, and timely delivery of projects that support revenue growth and sales performance.

• Lead planning and execution of customer implementation projects from initiation to post‑implementation support, defining scope, timelines, milestones, and deliverables.
• Collaborate with sales, customer success, and technical teams to gather detailed 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, including project sponsors, decision‑makers, and end‑users.
• Proactively communicate progress, risks, and issues to stakeholders through regular status updates and meetings.
• Address customer concerns, manage expectations, and identify potential risks early to develop mitigation strategies.
• Escalate critical issues to relevant stakeholders and manage resolution plans.
• Monitor project performance against key metrics and implement corrective actions when necessary.

• 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.
• Continuously evaluate and optimize implementation processes to improve efficiency, quality, and customer satisfaction.
• Own the PMO suite of tools within a 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 KPIs and provide insights into project health.
• Analyze implementation data to identify trends and opportunities for improvement.
• Perform all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct.
• Drive MSC culture in the department, ensuring unity of purpose and fulfillment of MSC’s mission.
• Participate in special projects and perform additional duties as required.

• 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 required.
• 10+ years of project management experience, focusing on customer implementations.
• 5+ years of experience leading a customer implementation PMO team.
• 5+ years of experience in supply chain, sales, or commercial operations.

• Proven track record of leading large teams and complex projects.
• Strong customer focus and leadership capabilities to motivate and guide project teams.
• Excellent communication and interpersonal skills, building and maintaining relationships with customers and stakeholders.
• Proficiency in project management software and tools, such as Microsoft Project, Excel, and Salesforce.
• Strong problem‑solving and decision‑making skills, with strategic and analytical thinking.
• Ability to work in a fast‑paced, dynamic environment and manage multiple priorities simultaneously.

• Experienc…