Senior Director, Project Management Office (PMO) and Client Onboarding
Senior Director, Project Management Office (PMO) and Client OnboardingReports To: VP of Delivery Department: Professional Services
Location: Remote Exemption Status: ExemptPURPOSE:
The Senior Director of Project Management Office (PMO) and Client Onboarding will lead the strategic planning and execution of enterprise-wide project management initiatives and oversee the end-to-end client onboarding process. This role is critical in driving organizational efficiency, ensuring timely delivery of key projects, and delivering a world-class onboarding experience that supports client satisfaction and retention. The ideal candidate is a transformational leader with deep expertise in project governance, process optimization, change management, and client engagement.
RESPONSIBILITIES:
Project Management Office Leadership
- Define and implement the vision, strategy, and roadmap for the PMO in alignment with organizational goals.
- Establish project management methodologies, best practices, tools, and metrics to ensure project consistency and success.
- Oversee the management of a portfolio of cross-functional projects, ensuring they are delivered on time, within scope, and on budget.
- Provide executive-level reporting and insights to leadership, highlighting risks, dependencies, and opportunities for improvement.
- Mentor and manage a high-performing team of project and program managers.
- Lead the client onboarding and offboarding function, ensuring a seamless, scalable, and high-quality experience.
- Develop and continuously improve onboarding processes, templates, documentation, and training.
- Collaborate with Sales, Product, Platform, and Operations to ensure alignment and smooth handoffs from pre-sale to onboarding.
- Monitor and measure onboarding success metrics including time-to-value, client satisfaction, and implementation quality.
- Serve as an escalation point for complex onboarding projects or client issues.
- Act as a change agent and foster a culture of accountability, collaboration, and continuous improvement.
- Build strong relationships with internal and external stakeholders to drive alignment and ensure customer-centric delivery.
- Communicate project status, milestones, and impacts to stakeholders at all levels.
- Bachelor’s degree in business, Project Management, or a related field (MBA or equivalent advanced degree preferred).
- 10+ years of experience in project management, client services, or operations, including at least 5 years in a leadership role.
- Proven experience building and leading a PMO and/or client onboarding function in a high-growth or enterprise environment.
- Strong knowledge of project management frameworks (Agile, Waterfall, etc.) and tools (e.g., Asana, Smartsheet, Jira, MS Project).
- Demonstrated ability to manage complex, cross-functional projects with competing priorities.
- Exceptional leadership, communication, and organizational skills.
- Agile SCRUM, PMP, PgMP, or other relevant project management certification.
- Experience in SaaS, fintech, healthcare, or another highly regulated or complex industry.
- Familiarity with customer success metrics and platforms (e.g. Salesforce).
- Strategic Thinking
- Client Focus
- Operational Excellence
- Change Management
- Cross-functional Leadership
- Analytical and Data-Driven Decision Making
- Committed to Client Success: Our actions and our words always align with the best interest of the client.
- One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
- Integrity: We are unquestionably committed to doing the right thing even when it is hard.
- Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
- Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.