Manager, PMO
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Job Description
Manager, PMO at BuildOps overseeing PS delivery methodology for commercial contractors. Leading implementation standards, escalation frameworks, and reporting for enterprise client success.
Responsibilities:
- Build and govern the PS delivery methodology
- 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
- Own the PS portfolio view and health reporting
- 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
- Design and enforce the escalation framework
- 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
- Lead the post-implementation RCA program
- 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
- Drive PS tooling and process infrastructure
- 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
- Build and maintain implementation playbooks
- 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.
Requirements:
- 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
- Direct experience building or owning a PMO or delivery methodology function — not just following one
- Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks, etc.)
- Strong analytical skills — you can build a portfolio health dashboard and explain what it means to a VP in three minutes
- Experience designing escalation frameworks and churn intervention playbooks
- Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
- Experience working in or serving the construction, field service, or trades industry is a strong plus
- Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)
Benefits:
- Generous equity grant, become an owner in our company!
- A comprehensive benefits package
- Flexible PTO and hybrid work schedules
- One-time work-from-home allowance
- Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
- Company events and team-building activities, both in-person and virtual
- Fast-paced, collaborative, and dynamic work environment
- Opportunities for growth and career advancement
- Chance to work with cutting-edge technology and innovative solutions
- The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers
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