Director of Project Management

We're hiring a Director of Project Management to help us evolve our Project Management practice to scale along the growing needs of the organization - to build a team of PMs who own delivery end-to-end across our full customer base, a governance system that surfaces risk before it becomes an escalation, and an operating rhythm that makes “on track” a verifiable claim rather than a status update. You'll start by upleveling how we deliver our largest, most complex enterprise implementations, then build out how project management scales efficiently across the rest of our customer base. This is a builder role - you will establish project management as a first-class function here, not maintaining an existing one.

What You'll Do

Own Delivery Governance Across the Full Portfolio

• Serve as the single accountable owner for project governance across implementation segments, from our largest enterprise accounts to our highest-volume, scale-motion accounts.

• Build and run a risk-visibility system — dashboard, thresholds, escalation triggers — that surfaces problems before they reach leadership, not after.

• Define milestone gates for engagements at every scale, from high-touch enterprise builds to lighter-touch scale delivery, and hold the team accountable to them.

Build and Lead the PM Organization

• Hire, develop, and manage a team of project managers and project coordinators; build a defined career path across levels and segments.

• Own the standards this function runs on — best practices, change management, workflow documentation — and make sure they scale from our most complex accounts down to our highest-volume ones.

• Design and build a project coordinator model to support scale delivery: milestone-based check-ins, AI-assisted monitoring, and a delivery model that can responsibly cover a high volume of concurrent projects per coordinator.

Raise the Bar on Enterprise Delivery

• Partner with Architecture leadership to draw a clear line between system design ownership and project accountability ownership — and hold that line as the organization scales.

• Diagnose and close the specific gaps that let complex projects run today without a single accountable owner.

Drive Operating Rhythm and Visibility

• Run a recurring delivery forum reporting progress, risk, and change management status across segments.

• Report delivery health, risk, and escalation trends to the VP of Technical Services and CX leadership on a defined cadence.

What You'll Need

• 8+ years in project or program management for software implementations, including 5+ years building or leading a PM team — not solely individual-contributor PM experience.

• Direct experience implementing enterprise SaaS within an internal delivery team or a partner organization (systems integrator, consulting firm, or implementation partner) — deep familiarity with the operational rigor enterprise buyers expect, independent of any single product.

• Experience designing delivery models that work at more than one scale — you've built or run both high-touch, complex delivery and higher-volume, lighter-touch delivery, and know how those operating models differ.

• A demonstrated track record of building a PM function or operating system where one didn't previously exist, or was under-resourced — not just operating inside an already-mature one.

• Comfortable being the accountable owner of a project's outcome without owning the technical solution — this is an operational and stakeholder-management role, not an architecture role.

Nice to Have

• Experience with incentive compensation management (ICM) or a similarly complex, configuration-heavy enterprise software category.

• Experience designing or scaling a project coordinator / delivery-ops model for a high-volume, lower-touch customer segment.