blue gradient

Join our community of growth stage businesses

We help forward-thinking technology companies scale.

Director, PMO

Fusion Risk Management

Fusion Risk Management

United States · Remote
Posted on Thursday, June 27, 2024

The Role

The Director, PMO is a key role within the Services organization responsible for ensuring project management leadership, best practices and delivery excellence within Professional Services. The Director, PMO will be responsible for the following activities:

  • Managerial responsibility for Project and Program Managers within the Professional Services (PS) team.
  • Act as the internal point of escalation for project managers; partner with PS Management project sponsor to ensure resolution and client satisfaction.
  • Partner with senior PS Leadership to align on pain points, needs, issues, and trends to focus on continual improvement across PS teams and client projects.
  • Provide vision and leadership and manage the ongoing efforts to scale project and program approaches with clients and partners.
  • Scale the PS engagement processes, including but not limited to tools, procedures, governance, methodologies, and escalations.
  • Lead efforts to assess the skills, capabilities, and performance of departmental staff. Develop strategies for talent acquisition, retention, and career development to ensure a high-performing team.
  • Partner with PS Operations to ensure product training needs are identified and planned as part of the ongoing release cycles.
  • Partner with PS Operations to align on project requests requiring non-standard implementation processes.
  • Support cross-functional teams within PS and within other Fusion departments to drive understanding of PS project engagement processes and updates. Work across teams and departments to receive on-going feedback.
  • Create and oversee the onboarding process for project and program managers (both employee and contractor) within PS.
  • Update, create, monitor and review key PS project metrics, performance against these metrics and actions needed to achieve outlined metrics.
  • Coordinate with PS Operations and proactively assess revenue and pre-sales pipeline to ensure Fusion has the appropriate skills and resources to deliver planned projects
  • Collaborate with PS Management on projects, escalations, and resources with focus on successful outcomes for Fusion and our clients and teams.
  • Ensure project teams are setup to deliver client value and quality.
  • Oversee client satisfaction survey process and action on common trends.
  • Own overall PS project escalation process and ensure responsive, effective and efficient client escalations.
  • Develop culture of continuous improvement for process repeatability, operational scaling, capacity management and customer satisfaction.
  • Develop and/or enhance existing project-level best practices and documentation, including template project plans and role-level responsibilities
  • Be an agent of change across PS, owning communication and strategy in relation to business goals for updated processes and procedures related to Project Management and implementation methodology