Manager, Professional Services PMO

Zoom

1d • Remote

About The Position

This role involves leading a team of project managers responsible for delivering contact center and AI implementations. The manager will drive operational excellence through methodical scope governance, financial forecasting, and cross-functional collaboration, shaping delivery standards to ensure predictable outcomes and commercial success. The team focuses on enterprise and mid-market implementations across communications, contact center, and AI solutions, operating with operational rigor and financial discipline to ensure delivery excellence and customer success.

Requirements

• Manage teams in Professional Services or PMO environments for 5+ years
• Implement complex enterprise contact center platforms, including multi-product and integrated environments with demonstrated success
• Operate independently, align with corporate strategy, and execute with minimal oversight
• Scope, draft, and negotiate Professional Services Statements of Work and RFP responses
• Lead complex, multi-workstream implementations in enterprise settings
• Work U.S. business hours with availability for cross-functional collaboration
• Hold active PMP certification
• Demonstrate knowledge of AI-driven solutions including chatbots, voice bots, and agentic AI

Responsibilities

• Leading and coaching a team of project managers through assignment planning, capacity management, performance development, and escalation resolution
• Enforcing portfolio governance including scope controls, SOW standards, financial oversight, and proactive risk mitigation across active engagements
• Driving revenue and resource forecasting in partnership with Finance and Services leadership to align pipeline delivery and optimize time-to-value
• Partnering with Sales and Solutions teams to scope professional services contracts, ensuring deliverable clarity, commercial viability, and margin discipline
• Championing operational excellence and continuous improvement across delivery methodology, change management practices, and AI-enabled service innovation

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees