Director, PMO

Overview of the Role

The PMO Director is responsible for leadingUpshopsProject Management Office and driving successful customer outcomes through operational excellence portfolio governance strategic leadership financial discipline and team development. This role serves as both a strategic leader and hands-on operator ensuring projects are delivered on time within budget within scope and with exceptional customer satisfaction while continuously improving the scalability efficiency and profitability of Professional Services.

The PMO Director will lead a team of Project Managers and oversee project delivery standards governance resource planning forecasting reporting and operational maturity. This leader will partner closely with Implementation Customer Success Product Engineering Sales Finance and Executive Leadership to ensure successful customer implementations and continuous improvement across the organization.

The ideal candidate combines deep SaaS implementation experience PMO leadershipexpertise strong business and financial acumen and a passion for helping retailers transform operations through technology.

Key Responsibilities

PMO Leadership & Governance

• Lead and manage the Project Management Office including portfolio governance project methodologies delivery standards reporting tools and operational processes.

• Develop and maintain PMO policies templates dashboards KPIs governance frameworks and best practices.

• Establish and enforce delivery standards that ensure consistent execution across customer engagements.

• Maintain visibility into project portfolio health resource allocation risks dependencies and strategic priorities.

• Serve as the primary escalation point for project delivery concerns and work cross-functionally to drivetimelyresolution.

Team Leadership & Talent Development

• Recruit mentor develop andretaina high-performing team of Project Managers and PMO professionals.

• Establish performance goals and provide regular coaching feedback and career development support.

• Promote a culture of accountability customer focus collaboration and continuous learning.

• Ensure Project Managers consistently follow established delivery methodologies and governance requirements.

• Drive team engagement development planning and organizational capability growth.

Delivery Excellence

• Ensure successful execution of customer implementation projects by overseeing schedule managementscopecontrol risk mitigation issue resolution stakeholder communication and escalation management.

• Lead strategic or high-visibility internal programs whenappropriate.

• Develop and promote repeatable implementation methodologies that improve delivery quality and implementation speed.

• Partner with Implementation Product Engineering and Customer Success teams to improve customer outcomes and accelerate time-to-value.

• Drive continuous improvement initiatives based on lessons learned project retrospectives and operational metrics.

Professional Services Operations & Financial Management

• Partner with Professional Services leadership to improveutilization forecasting accuracy backlog management delivery efficiency and profitability.

• Oversee capacity planning and resource allocation to ensureappropriate staffingacross all projects.

• Monitor portfolio performance through financial and operational metrics including project budgets resourceutilization forecasting project margins anddeliveryhealth.

• Support governance around Statements of Work change requests implementation planning and delivery commitments.

• Develop executive-level reporting and dashboards thatprovideactionable insights into PMO and Professional Services performance.

Customer & Executive Leadership

• Build trusted relationships with customer executives business sponsors and key stakeholders.

• Serve as an executive escalation point for strategic customerengagements.

• Partner with Customer Success leadership to support customer satisfaction retention and expansionobjectives.

• Interface regularly with executive leadershipregardingproject priorities risks resource needs and business opportunities.

• Communicate project portfolio status key initiatives and operational performance through executive reporting and governance forums.

Business Process Systems & Innovation

• Own PMO tooling strategy and adoption across the organization.

• Drive effective use of project and operational systems including Wrike Salesforce Jira reporting platforms and resource planning tools.

• Identifyopportunities for automation and process optimization across Professional Services.

• Promote adoption of AI-enabled tools and workflows that improve delivery efficiency reporting accuracy and organizational visibility.

• Continuously evaluate processes and systems to improve scalability and operational effectiveness.

Required Qualifications

• Bachelors degree in Business Administration Information Systems Technology Project Management or related field.

• 10 years of experience in project program PMO or delivery leadership roles.

• Proven success leading customer-facing SaaS implementation teams and enterprise software deployments.

• Experience developing and managing PMO governance frameworks methodologies standards and operational processes.

• Experience managing project portfolios budgeting forecasting capacity planning and operational performance metrics.

• Strong executive communication stakeholder management and organizational leadership skills.

• Demonstrated ability to collaborate across Professional Services Product Engineering Customer Success Sales and Finance organizations.

• Experience managing multiple complex customer initiatives simultaneously.

Preferred Qualifications

• Retail grocery food retail convenience retail restaurant store operations merchandising or supply chain experiencestronglypreferred.

• Experience delivering SaaS solutions to enterprise retail organizations.

• Customer-facing consulting or implementation leadership experience.

• PMP certificationpreferred.

• Experience leading globally distributed project delivery teams.

• Experience building or scaling PMOs in high-growth SaaS organizations.

• Strong knowledge of Agile hybrid delivery methodologies and modern cloud software implementation practices.

• Experience with Professional Services operational metrics includingutilization forecasting margin management backlog planning and capacity management.

• Experience creating Centers of Excellence and leading operational transformation initiatives.

• Familiarity with project and services delivery platforms including Wrike Salesforce Jira Microsoft Project CRM platforms resource planning solutions and reporting/dashboard tools.

• Experienceleveragingautomation workflow optimization and AI-enabled delivery capabilities.