Manager, PMO

BuildOps•Los Angeles, CA

3h•$145,000 - $181,000•Hybrid

About The Position

BuildOps is seeking a Manager, PMO to own the methodology, tooling, standards, and accountability frameworks for BuildOps' enterprise customer implementations. This role is crucial for improving efficiency, consistency, and preventing issues like inconsistent handoffs, lack of escalation playbooks, and preventable churn within a growing services organization.

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.
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 it clearly.
Experience designing escalation frameworks and churn intervention playbooks.
Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus.
Proficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.).

Nice To Haves

Experience working in or serving the construction, field service, or trades industry.
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, 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, maintaining a real-time view of all active implementations (stage, health score, risk flags, projected go-live dates).
Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders.
Design and enforce the escalation framework, building a tiered escalation model for account management from CSM-level to ELT visibility.
Define triggers, SLAs, and DRI accountability at each tier of the escalation model.
Lead the post-implementation RCA program, owning the process for contract rejections and high-risk churns.
Ensure learnings from RCA are fed back into the delivery methodology and playbooks.
Drive PS tooling and process infrastructure, owning the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking).
Ensure IMs and CSMs spend time on customers, not on admin overhead.
Build and maintain implementation playbooks by customer type (service-only, construction, ERP-integrated).
Maintain playbooks as living documents, updated after every significant account learning.