Manager, PMO

Responsibilities

• Build and govern the Professional Services delivery methodology and implementation framework
• Maintain a real-time view of the PS portfolio health, including risk flags and projected go-live dates
• Design and enforce a tiered escalation model for at-risk accounts
• Lead the post-implementation Root Cause Analysis (RCA) program for contract rejections and churn
• Drive the configuration and adoption of PS tooling including Salesforce and Gainsight
• Develop and maintain implementation playbooks tailored to different customer types

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 implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks)
• Strong analytical skills for building portfolio health dashboards
• Experience designing escalation frameworks and churn intervention playbooks
• Proficiency with Salesforce and project management tools (Asana, ClickUp, or similar)

Preferred Qualifications

• PMP, PgMP, or equivalent project management certification
• Experience with Gainsight or other CS health-scoring platforms
• Background in RCA methodologies such as 5 Whys, FMEA, or DMAIC
• Experience scaling a Professional Services team from 10 to 30+ members
• Experience in the construction, field service, or trades industry

About the Company

BuildOps is a commercial trade platform on a mission to modernize the trades by building an all-in-one management platform designed specifically for commercial contractors.