Manager, PMO

BuildOps

3h•Hybrid

About The Position

BuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors. We help our customers operate more efficiently, connect their teams, and deliver world-class service to their clients. At BuildOps, we call our team members Builders—innovators who take ownership, build with purpose, and deliver results that make a lasting impact. This is not a coordinator role. You will own the methodology, the tooling, the standards, and the accountability frameworks that govern how BuildOps delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps — inconsistent handoffs, no escalation playbook, churn that could have been prevented — this is the job that fixes that.

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.)

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

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.

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