PMO Manager

Responsibilities

• This is not a coordinator role. You will own the methodology, the tooling, the standards, and the accountability frameworks that govern how Build Ops delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps — inconsistent handoffs, no escalation playbook, churn that could have been prevented — this is the job that fixes that
• Define and maintain the implementation framework — phases, milestones, go/no-go criteria, and sign-off standards — for all customer segments (SMB, Mid-Market, Enterprise)
• Ensure methodology is documented, version-controlled, and consistently adopted across the delivery team
• Maintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live dates
• Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders
• Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility
• Define triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds
• Own the RCA process for contract rejections and high-risk churns — including template selection, root cause categorization, corrective action assignment, and aggregate trend reporting
• Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence
• Own the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view
• Ensure IMs and CSMs spend time on customers, not on admin overhead
• Develop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learnings
• Maintain them as living documents — updated after every significant account learning

• Financial:
  Competitive base salary. Generous equity options. Performance bonuses for 95%+ employees. Bi- annual performance & compensation reviews. RRSP & 401k employee contribution plan.
• Health & Family:
  Health/dental/vision insurance as of Day 1. Paid parental leave. Life insurance + disability insurance. Employee Family Assistance Program (EAP).
• Other Perks:
  Flexible PTO. Home-office allowance. Hybrid flexibility. Access to awesome office spaces (in L A , Toronto, and Raleigh). Team retreats & off- sites.

• Experience designing escalation frameworks and churn intervention playbooks
• Strong analytical skills — you can build a portfolio health dashboard and explain what it means to a VP in three minutes
• Direct experience building or owning a PMO or delivery methodology function — not just following one
• Experience working in or serving the construction, field service, or trades industry is a strong plus
• Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
• 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
• Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)
• Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (Net Suite, Sage, Quick Books, etc.)
• PMP, PgMP, or equivalent project management certification
• Background in RCA methodologies: 5 Whys, FMEA, DMAIC, or Fishbone
• Experience with Gainsight or a CS health-scoring platform
• Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
• Prior experience scaling a PS team from 10 to 30+ IMs and CSMs
• CRM and CS platforms:
  Salesforce, Gainsight, GUIDEcx
• Project tracking:
  Click Up, Asana, Jira, Confluence
• ERP and accounting integrations:
  Net Suite, Quick Books, Sage