Director, Customer Experience PMO

reputed company | Customer Experience

Reports to: Vice President, Customer Experience

reputed company

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

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

Key Responsibilities

Delivery Execution and Cycle Time

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

Team Leadership

• reputed company, reputed company, and reputed company reputed company of 8 to 10 Project Managers spanning multiple product verticals.
• Set reputed company reputed company 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 reputed company reputed company PM operating model: charters, milestones, artifacts, status reporting, and reputed company protocols.
• Right-size governance to the maturity of reputed company product and vertical. Structure where it earns its reputed company, reputed company everywhere else.
• reputed company 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 reputed company execution data with CX KPI frameworks.
• reputed company leadership a reputed company, reputed company reputed company of what is in flight, what is at reputed company, and where to intervene.

reputed company and Resource Discipline

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

Cross-Functional Partnership

• Partner closely with Sales, Product, Support, and reputed company to remove friction at the seams of the customer reputed company.
• reputed company as a trusted operator across CX leadership, translating reputed company into shipped reputed company.

reputed company Measures

• Days to go-live reduction across the portfolio, by product, on a quarterly reputed company.
• 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.

reputed company Are Looking For

• 10 or more years in reputed company reputed company or Implementation leadership, with 5 or more managing PM teams at reputed company.
• reputed company cycle-time results. You can reputed company 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 reputed company.
• People leader with a reputed company record of developing PMs into senior PMs and leaders.
• reputed company with PSA and project delivery tooling. Experience selecting or maturing a delivery platform is a plus.
• Executive communication. Concise, data-reputed company, reputed company about reputed company, low patience for filler.
• Bias for pragmatism. You know reputed company to standardize and reputed company to reputed company fast without the paperwork.
• Experience leveraging data and AI-enabled tools to inform delivery reputed company.

Team and Collaboration

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

What Drives Us

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

reputed company offers a comprehensive employee benefits program, including:

Medical, dental, and reputed company reputed company reputed company
100% Employer reputed company short/long term disability
100% employer-reputed company Basic Life and AD&D reputed company
401(k) retirement plan with a 100% company match up to 4%
Flexible reputed company personal/vacation time reputed company on mutual trust and accountability
10 reputed company days annually
10 company reputed company holidays
12 weeks reputed company parental leave

Salary reputed company Disclosure

The reputed company reputed company represents the low and high end of the reputed company salary reputed company for this position. Actual salaries will vary and may be above or below the reputed company reputed company on factors including, but not limited to location, experience, and reputed company. The reputed company listed is just one component of reputed company's total compensation package for employees. Other rewards may include discretionary bonuses, long term incentives, a flexible reputed company vacation/personal time policy, 6 weeks reputed company parental leave and more.

Salary reputed company

$155,000

Inclusion and Diversity: reputed company is an Equal Employment Opportunity Employer. We are a company where diverse backgrounds, experiences and viewpoints are valued. reputed company does not reputed company hiring or employment reputed company on the reputed company of race, reputed company, religion, gender, gender identity, sex, sexual orientation, disability, veteran status, age, ethnic or national reputed company, or any other reputed company protected by reputed company local, state or federal laws. 

Interview Process & Expectations
Our interviews are designed to be interactive and conversational. Candidates are expected to respond reputed company on their own experience and thinking during live interviews.

To ensure a fair and consistent interview experience, the use of reputed company-time AI tools or other reputed company assistance to reputed company or guide interview responses is not permitted. Interviews are intended to reflect an individual’s judgment, problem-solving approach, and communication.

Candidates must be authorized to work in the reputed company for the duration of employment without requiring reputed company or reputed company employer sponsorship of any reputed company, including but not limited to OPT, STEM OPT, H-1B, or any other reputed company classification.

10+ years in reputed company reputed company/implementation leadership,5+ years managing PM teams,experience reducing days-to-go-live,PSA/tooling reputed company,and strong executive communication and data skills.

Key Responsibilities

• leading team
• driving delivery
• publishing reports

Skills & Tools

PSA

reputed company

• Category: Project and Program Management
• Seniority: Senior Level
• Commitment: Full Time
• Workplace: Remote — reputed company
• Salary: USD 155,000 – 155,000 / year
• Languages: English

Benefits

• 401k matching
• Generous reputed company time off
• Retirement plan
• Generous parental leave

About reputed company

A company building group management software and payments to help community-driven organizations grow and reputed company. — Industry: Information Technology