Manager, PMO

About the Opportunity

The organization is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors. The company helps its customers operate more efficiently, connect their teams, and deliver world-class service to their clients. Team members are referred to as Builders—innovators who take ownership, build with purpose, and deliver results that make a lasting impact. The organization is transforming the multi-billion dollar commercial contracting industry. This is an opportunity to be part of a rapidly growing company. The organization recently achieved a significant valuation and secured substantial funding from industry-leading investors. This investment is fueling aggressive growth and a commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service. The company is changing the game and enabling its team to do the best work of their careers. This role offers the chance to be a key player in an organization that is truly making a difference for the backbone of the economy.

About The Role

This is not a coordinator role. The individual in this position will own the methodology, the tooling, the standards, and the accountability frameworks that govern how implementations are delivered across the enterprise customer base. This role is designed to address gaps such as inconsistent handoffs, lack of an escalation playbook, and preventable churn within a growing services organization.

Key Responsibilities

• Build and govern the Professional Services 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)
• Own the Professional Services 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 Professional Services 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 executive leadership 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 Professional Services tooling and process infrastructure
• Own the configuration and adoption of Professional Services tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view
• 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.

Required Qualifications

• 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 — ability to build a portfolio health dashboard and explain its implications to leadership concisely
• 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.)

Preferred Qualifications

• PMP, PgMP, or equivalent project management certification
• Experience with Gainsight or a CS health-scoring platform
• Background in RCA methodologies: 5 Whys, FMEA, DMAIC, or Fishbone
• Prior experience scaling a Professional Services team from 10 to 30+ Implementation Managers and Customer Success Managers
• Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
• CRM and CS platforms: Salesforce, Gainsight, GUIDEcx
• Project tracking: ClickUp, Asana, Jira, Confluence
• ERP and accounting integrations: NetSuite, QuickBooks, Sage

What is Offered

• Generous equity grant, become an owner in the 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
• A 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 customers

Hiring Company Information

The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. The company will consider qualified applicants with a criminal history pursuant to applicable local and state laws.