Director, PMO (Implementation Experience)
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AI Summary
Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.
Who We Are
Intradiem is a technology company on a mission to reinvent customer service through automation.
What We Do
We develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.
How We Work
We take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.
Our Culture
We take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities.
Our Values
We believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:
- Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.
- Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).
- Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.
Your Role:
- Lead and transform the Project Management Office division, developing innovative frameworks, automation solutions, and scalable methodologies that dramatically increase project delivery capacity and quality without proportional headcount increases in SaaS environments.
- Design and implement comprehensive project management systems that leverage technology, standardization, and workflow optimization to achieve significant improvement in project throughput while maintaining exceptional customer satisfaction through technical implementations, pilots, migrations, and upgrades.
- Build, develop, and lead a high-performing team of Project Managers and project professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence while addressing quality focus and follow-through systematically.
- Establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.
- Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Salesforce, Monday.com, etc.) to maximize efficiency, transparency, and customer impact while reducing manual effort.
- Design sophisticated metrics frameworks, performance dashboards, and predictive analytics systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions leveraging comprehensive reporting systems.
- Ensure exceptional customer experience throughout all project lifecycles by maintaining low customer effort scores, proactive communication strategies, and systematic monitoring of customer sentiment during onboarding through ongoing support.
- Serve as key executive stakeholder in strategic planning, capacity modeling, and high-level project reviews, providing insights on delivery scalability that support aggressive company expansion goals while ensuring projects exceed customer expectations.
- Lead organizational transformation initiatives that enhance project delivery capabilities, implement industry-leading practices, and drive adoption of innovative approaches specifically designed for SaaS project management environments.
- Establish comprehensive quality assurance frameworks, detailed review mechanisms, and risk mitigation strategies that ensure consistent project delivery excellence across diverse technical implementations while systematically addressing completeness and accuracy requirements.
- Effectively partner with Sales organization for Statement of Work development, delivery planning, and project scoping that accelerates sales cycles and ensures successful project outcomes.
Your Background:
- Bachelor's degree in Business Administration, Project Management, Engineering, or related field. PMP, PMI-ACP, or equivalent advanced project management certification required. Master's degree in Business Administration, Project Management, or related field preferred.
- 10+ years of progressive project management experience with minimum 5 years in senior leadership roles managing PMO functions in high-growth SaaS or technology companies with documented track record of scaling PMO operations and project delivery capacity without proportional headcount increases through process optimization, automation implementation, and methodology innovation.
- Deep expertise in SaaS project management environments including customer implementations, technical integrations, product deployments, system migrations, and platform upgrades with clear understanding of SaaS business models, customer success metrics, and contact center technology or workforce management solutions preferred.
- Proven success building, leading, and developing project management teams (10+ direct and indirect reports) with strong performance management capabilities, talent development focus, and experience implementing systematic accountability and follow-through processes.
- Strong background in designing and implementing scalable project management frameworks, governance structures, automation tools, and operational excellence programs that drive measurable business outcomes with advanced proficiency in project management platforms (Monday.com, Asana, Smartsheet), CRM systems (Salesforce), and system integrations.
- Proven ability to translate business strategy into operational excellence with experience in capacity planning, resource optimization, strategic workforce management, project portfolio financial management, and ROI analysis for multi-million dollar project portfolios with strong analytical thinking abilities using data insights to drive decision-making.
- Exceptional communication and interpersonal skills with demonstrated ability to engage senior executives, stakeholders, and cross-functional teams effectively while building consensus, driving adoption of new methodologies, and managing complex stakeholder relationships across diverse environments.
- Demonstrated ability to implement systematic quality assurance processes, detailed review mechanisms, and comprehensive follow-up procedures to ensure completeness and accuracy in high-volume project environments with proven track record of driving projects to complete closure.
- Experience in contact center technology, workforce management, AI/automation solutions, or business process optimization platforms preferred. Additional certifications in Lean Six Sigma, Agile/Scrum, Change Management, or Business Process Management highly valued.
Work Authorization:
Candidates must have the legal right to work in the country where the role is based at the time of application. Verification of identity and employment eligibility will be required during onboarding.
Intradiem is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic.
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