Manager, Project Management Office

Key Responsibilities

Team Leadership & Development

• Manage and mentor a team of Project Managers, ensuring alignment with organizational goals and best practices.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Refine existing PMO processes and create missing processes to ensure alignment by the team on expected delivery and outcomes.
• Collaborate between managers and directors across all platforms to align existing processes, areas of improvement, and project outcomes.

Sales Enablement & SOW Support

• Partner with Sales teams to assist in pre-sales activities, including scoping and developing Statements of Work (SOW).
• Provide guidance on project feasibility, timelines, and resource planning during the sales cycle.
• Participate in pre-sales calls to define implementation processes and data gathering prior to contract signature.
• Help manage SOW, pricing, timeline, and CRS templates to be utilized with the team.
• Coordinate with sales leaders and other professional services leaders on pricing and licensing needs with platform enhancements and new features.

Product and Development Support

• Coordinate with product teams for platform enhancements as a client advocate based on project needs and feedback.
• Escalate product functionality that would enable closing a sale or putting a go-live at risk.

Operational Responsibilities

• Maintain ownership of a limited portfolio of projects, applying PMO standards and best practices while modeling effective project delivery and supporting continuous improvement across the organization.
• Oversee operational processes for multiple product lines, including project setups in project management tools.
• Coordinate sales-to-services transitions to ensure seamless handoff and customer experience.
• Serve as an escalation point for project-related issues, driving resolution, and maintaining client satisfaction.
• Maintain client satisfaction surveys for post implementation clients.
• Help to coordinate with Customer Success and Support teams with project transitions.
• Create monthly status reports and assist in the creation of board reports quarterly.
• Be responsible for monthly and quarterly utilization and productivity reporting.

Qualifications

Education & Experience

• Bachelor’s degree in Business, Project Management, or related field.
• Minimum 6+ years of project management experience, with at least 3 years in a leadership role.
• Experience working closely with Sales teams and supporting sales enablement processes.
• Experience working with Smartsheet; certification in Smartsheet preferred

Skills & Competencies

• Must be exceptional Project Manager in their own right
• Strong understanding of project management methodologies (PMP or similar certification preferred).
• Excellent communication, negotiation, and stakeholder management skills.
• Ability to manage multiple priorities across diverse product lines.
• Proficiency in project management tools and CRM systems.

Recommended KPIs & Success Metrics

Project Delivery

• Percentage of projects delivered on time and within budget (Target: ≥ 90%).
• Customer satisfaction score (CSAT) or Net Promoter Score (NPS) for completed projects (Target: ≥ 8/10 or NPS ≥ 50).

Operational Efficiency

• Average time to set up new projects in PM tools (Target: ≤ 2 business days).
• Accuracy and completeness of project documentation and SOWs (Target: ≥ 95%).

Sales-to-Services Transition

• Percentage of transitions completed without escalations (Target: ≥ 95%).
• Reduction in handoff-related delays (Target: ≤ 10% variance from planned start date).

Team Performance

• Employee engagement and retention rates within the PMO team.
• Percentage of team members meeting or exceeding individual performance goals.

Escalation Management

• Average time to resolve escalations (Target: ≤ 48 hours).
• Reduction in repeat escalations for similar issues (Target: ≥ 20% year-over-year improvement).

Why Join PerfectServe?

At PerfectServe, we are transforming healthcare communication and collaboration to help clinicians deliver better care. You will work with a dedicated and mission-driven team in an environment that values growth, transparency, and innovation.

We offer a salary range of $125K to $135K USD, with compensation tailored to your background, strengths, and potential to grow within the team. The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. Compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support. We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations.

Benefits:

• Remote first work environment
• Health, Dental, Vision, Life and Disability Insurance options available day one.
• 401K - with match and immediately vested.
• 17 company holidays, 2 floating holidays plus competitive paid time off policy
• Internal Advancement Opportunities