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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