# Manager, PMO

**Company:** [BuildOps](https://hotfix.jobs/companies/buildops)
**Location:** Raleigh, NC
**Role:** Technical Program Management
**Experience:** 5+ years
**Skills:** Salesforce, Gainsight, NetSuite, Quickbooks, Sage, Asana, Jira, Clickup, Confluence, Guidecx
**Posted:** 2026-06-23

> Owns the PMO function for enterprise implementations at a B2B SaaS company. Builds delivery methodology, escalation frameworks, portfolio health reporting, and tooling infrastructure to drive consistent, scalable PS execution.

## Job Description

## What You’ll Do

**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

## What We Look For

- 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.)

## Nice-To-Haves

- 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 PS team from 10 to 30+ IMs and CSMs
- Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value

## Tools & Platforms

**CRM and CS platforms:** Salesforce, Gainsight, GUIDEcx

**Project tracking:** ClickUp, Asana, Jira, Confluence

**ERP and accounting integrations:** NetSuite, QuickBooks, Sage

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