Senior Director, PMO & Portfolio Excellence

Crisis24; Annapolis (MD); Presencial; USD 150.000 - 190.000; Jornada completa

Descripción de la vacante

Crisis24 is seeking a Senior Director, PMO to establish the Customer Success portfolio management and project delivery discipline, translating CSLT priorities into coordinated programs.

The role leads governance, executive reporting, and cross-functional delivery, building scalable standards and driving outcomes that improve predictability and accountability across Customer Success, Product, Technology, Sales, and Operations.

Formación

• Bachelor's degree in Business, Engineering, Operations, Information Systems, or a related field.
• 10+ years of progressive experience in portfolio, program, project, operations, or transformation leadership, including at least 5 years in a leadership role.
• Proven experience building or leading an enterprise or functional PMO and managing a portfolio of complex, cross-functional initiatives.
• Demonstrated command of portfolio governance, prioritization, integrated planning, dependency management, risk management, resource capacity analysis, and executive reporting.
• Strong business judgment with the ability to translate strategy into executable plans and surface clear trade-offs and recommendations.
• Excellent leadership, stakeholder management, facilitation, communication, and executive presentation skills.
• Experience in enterprise software, SaaS, technology-enabled services, customer operations, or management consulting preferred.
• PMP, PgMP, PfMP, or comparable certification preferred.

Responsabilidades

• Build and maintain the integrated Customer Success portfolio, connecting strategic priorities to approved programs, projects, accountable owners, targeted outcomes, and delivery timelines.
• Establish a transparent intake and governance process for evaluating, approving, sequencing, pausing, and closing initiatives.
• Facilitate portfolio prioritization by providing fact-based analysis of value, urgency, risk, capacity, dependencies, customer impact, and strategic alignment.
• Support CSLT in making explicit trade-offs so resources remain focused on the highest-priority work.
• Define scalable project and program management standards, templates, stage gates, controls, and delivery expectations appropriate to the size and risk of each initiative.
• Provide direct program leadership for the most complex, cross-functional, or strategically critical initiatives and assign or guide project management resources where needed.
• Ensure every initiative has a clear charter, sponsor, accountable business owner, scope, roadmap, milestones, decision rights, success measures, and closure criteria.
• Drive disciplined management of scope, schedule, resources, dependencies, assumptions, risks, issues, decisions, and corrective actions.
• Design and facilitate portfolio and program governance forums that accelerate decisions, remove obstacles, and reinforce accountability.
• Create concise, executive-ready reporting that distinguishes delivery status, business outcome progress, adoption status, material risks, decisions required, and changes to forecast.
• Maintain a single source of truth for the portfolio and ensure status information is timely, consistent, and evidence based.
• Escalate risks, capacity constraints, unresolved dependencies, and decision delays early, with clear options and recommendations.
• Develop portfolio-level visibility into resource demand, available capacity, critical skills, timing conflicts, and cross-functional constraints.
• Partner with CSLT and Finance to support investment planning, business cases, budget readiness, and resource allocation decisions.
• Identify dependencies across Customer Success, Product, Technology, Sales, Support, Operations, Finance, and other partners, and establish owners and resolution plans.
• Recommend sequencing, resourcing, or scope adjustments when the portfolio exceeds organizational capacity.
• Build, lead, coach, and develop project and program management talent, creating clear expectations for quality, accountability, and stakeholder partnership.
• Establish a fit-for-purpose PMO model that balances governance with speed and avoids unnecessary bureaucracy.
• Create reusable tools, playbooks, training, and communities of practice that strengthen project management capability across Customer Success.
• Continuously improve PMO practices using delivery data, stakeholder feedback, retrospectives, and lessons learned.
• Ensure the portfolio remains connected to customer retention, customer experience, operational performance, growth, colleague effectiveness, and strategic commitments.
• Partner with the Senior Director, Customer Success Transformation to connect future-state design and adoption requirements to executable roadmaps and governed delivery plans.
• Promote a culture of no surprises, fact-based decision-making, disciplined execution, and continuous improvement.

Educación

Bachelor's degree in Business, Engineering, Operations, Information Systems, or a related field

Descripción del empleo

Crisis24 is seeking a Senior Director, PMO to establish the Customer Success portfolio management and project delivery discipline, translating CSLT priorities into coordinated programs.

The role leads governance, executive reporting, and cross-functional delivery, building scalable standards and driving outcomes that improve predictability and accountability across Customer Success, Product, Technology, Sales, and Operations.