Senior Director, Project Management Office

Crisis24•Annapolis, MD

About The Position

The Senior Director, Project Management Office establishes and leads Customer Success portfolio management and project delivery. The role creates the governance, standards, operating rhythms, tools, and executive visibility needed to translate CSLT priorities into coordinated programs and projects. It oversees portfolio intake, prioritization support, integrated planning, resource and capacity visibility, dependency management, risk and issue escalation, and delivery reporting across Customer Success and cross-functional initiatives. In partnership with CSLT members and business partners, the Senior Director strengthens accountability and predictability and ensures leadership decisions are informed by clear facts, trade-offs, and delivery implications. This leader owns the governance and delivery system for the portfolio, not Voice of the Customer strategy, future-state process or operating-model design, organizational change content, CS enablement strategy, or adoption outcomes. Those responsibilities belong to the Senior Director, Customer Success Transformation, working with functional business owners. The role also protects Crisis24 and stakeholder data and systems by following policies, reporting incidents and potential problems, completing regular training, and identifying opportunities for improvement.

Requirements

Bachelor's degree in Business, Engineering, Operations, Information Systems, or a related field.
At least 10 years of progressive experience in portfolio, program, project, operations, or transformation leadership.
At least 5 years of experience in a leadership role.
Proven experience building or leading an enterprise or functional PMO and managing a portfolio of complex, cross-functional initiatives.
Demonstrated command of portfolio governance, prioritization, integrated planning, dependency management, risk management, resource capacity analysis, and executive reporting.
Strong business judgment and ability to translate strategy into executable plans and present clear trade-offs and recommendations.
Excellent leadership, stakeholder management, facilitation, communication, and executive presentation skills.

Nice To Haves

Advanced degree.
Experience in enterprise software, SaaS, technology-enabled services, customer operations, or management consulting.
PMP, PgMP, PfMP, or comparable certification.

Responsibilities

Build and maintain the integrated Customer Success portfolio, connecting strategic priorities to approved initiatives, accountable owners, outcomes, and timelines.
Establish transparent processes for initiative intake, evaluation, approval, sequencing, pausing, and closure.
Facilitate portfolio prioritization using analysis of value, urgency, risk, capacity, dependencies, customer impact, and strategic alignment; support CSLT in making resource trade-offs.
Define scalable project and program standards, templates, stage gates, controls, and delivery expectations appropriate to initiative size and risk.
Directly lead the most complex, cross-functional, or strategically critical programs and guide or assign project management resources as needed.
Ensure initiatives have clear charters, sponsors, accountable business owners, scopes, roadmaps, milestones, decision rights, success measures, and closure criteria.
Drive disciplined management of scope, schedule, resources, dependencies, assumptions, risks, issues, decisions, and corrective actions.
Design and facilitate portfolio and program governance forums to accelerate decisions, remove obstacles, and reinforce accountability.
Create executive-ready reporting on delivery status, business outcome progress, adoption status, material risks, decisions needed, and forecast changes.
Maintain a timely, consistent, evidence-based single source of truth for the portfolio.
Escalate risks, capacity constraints, unresolved dependencies, and decision delays early, with options and recommendations.
Develop visibility into portfolio resource demand, available capacity, critical skills, timing conflicts, and cross-functional constraints.
Partner with CSLT and Finance on investment planning, business cases, budget readiness, and resource allocation decisions.
Identify cross-functional dependencies and establish owners and resolution plans; recommend sequencing, resourcing, or scope changes when demand exceeds capacity.
Build, lead, coach, and develop project and program management talent, setting expectations for quality, accountability, and stakeholder partnership.
Establish a fit-for-purpose PMO model that balances governance with speed and avoids unnecessary bureaucracy.
Create reusable tools, playbooks, training, and communities of practice to strengthen project management capability across Customer Success.
Improve PMO practices using delivery data, stakeholder feedback, retrospectives, and lessons learned.
Keep the portfolio connected to customer retention, customer experience, operational performance, growth, colleague effectiveness, and strategic commitments.
Partner with the Senior Director, Customer Success Transformation to connect future-state design and adoption requirements to executable roadmaps and governed delivery plans.
Promote no-surprises practices, fact-based decision-making, disciplined execution, and continuous improvement.
Protect Crisis24 and stakeholder data and systems by adhering to policies, reporting incidents and potential problems, completing regular training, and identifying improvement opportunities.