Director, PMO
Accountabilities: Own critical delivery and customer escalations, acting as the senior point of contact and driving timely, effective resolutions while maintaining stakeholder confidence.
Develop and implement the regional PMO and delivery strategy, including governance frameworks, methodologies, standards, and best practices.
Establish consistent delivery practices across professional services engagements to improve quality, efficiency, predictability, and customer outcomes.
Oversee complex, high-value enterprise programs, ensuring delivery remains on time, within scope, and within budget across multiple disciplines.
Lead and develop a multidisciplinary regional delivery organization, fostering accountability, problem-solving, customer advocacy, and high performance.
Oversee hiring, performance management, coaching, mentoring, and professional development of delivery leaders and team members.
Lead business reviews with strategic customers, presenting delivery performance, risks, opportunities, and strategic recommendations.
Serve as a trusted strategic advisor to internal and external stakeholders, aligning delivery execution with broader business objectives.
Develop executive dashboards and reporting mechanisms covering critical accounts, delivery health, risks, resource utilization, and escalations.
Build strong relationships with key customers and establish proactive approaches to issue management and long-term customer success.
Drive continuous improvement initiatives focused on operational processes, team efficiency, delivery quality, and customer outcomes.
Implement delivery tracking and reporting systems to provide real-time visibility into project status, resource allocation, and risks.
Leverage BI tools and data analytics to strengthen decision-making, resource planning, and delivery predictability.
Operate effectively across organizational, functional, and geographic boundaries within a global matrix structure.
Forecast and communicate non-recurring Professional Services revenue recognition to senior services leadership.
Requirements:
Bachelor's degree or equivalent professional experience.
At least 12 years of experience within software, systems integration, technology services, professional services, customer experience, or contact center environments.
At least 8 years of demonstrated leadership experience, including performance management and development of professional services teams.
Proven experience leading large-scale global enterprise deployments, particularly environments supporting 5,000+ seats.
Extensive experience managing complex project portfolios for large enterprise customers.
Demonstrated success leading globally distributed teams using hybrid onshore/offshore delivery models.
Strong business acumen and consulting mindset, with the ability to connect project execution to strategic business objectives.
Proven ability to take full ownership of complex escalations and resolve challenging issues while maintaining stakeholder and customer confidence.
Exceptional written, verbal, interpersonal, and executive communication skills.
Strong relationship-building and influencing abilities, including experience engaging with C-suite stakeholders.
Excellent team leadership, customer management, and technical understanding.
Experience establishing performance goals, KPIs, and metrics to measure strategic and operational success.
Ability to collaborate effectively across organizational, functional, and geographic boundaries.
Experience working in SaaS, CCaaS, CX, enterprise platforms, or related technology environments is preferred.
Experience delivering customer engagement solutions for large enterprises is an advantage.
Active PMP or equivalent project management certification is preferred.
A Master's degree in Business Administration is a plus.
Fluency in English, Spanish, and Portuguese is preferred.
Successful completion of applicable employment and background screening requirements may be required.
Benefits:
Fully remote position based in Brazil.
Senior leadership role with regional and global scope.
Opportunity to lead multidisciplinary teams across multiple countries and functions.
High visibility with senior executives and strategic enterprise customers.
Opportunity to influence PMO governance, delivery strategy, operational efficiency, and customer outcomes.
Exposure to complex global enterprise technology and professional services programs.
Strong opportunities for leadership development, mentoring, and strategic impact.
Collaborative, multicultural, and geographically distributed working environment.
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