Manager, PMO

About BuildOpsBuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors. We help our customers operate more efficiently, connect their teams, and deliver world-class service to their clients. At BuildOps, we call our team members Builders—innovators who take ownership, build with purpose, and deliver results that make a lasting impact.About The RoleThis is not a coordinator role. You will own the methodology, the tooling, the standards, and the accountability frameworks that govern how BuildOps delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps — inconsistent handoffs, no escalation playbook, churn that could have been prevented — this is the job that fixes that.What You’ll DoBuild and govern the PS delivery methodologyDefine and maintain the implementation framework — phases, milestones, go/no-go criteria, and sign-off standards — for all customer segments (SMB, Mid-Market, Enterprise)Ensure methodology is documented, version-controlled, and consistently adopted across the delivery teamOwn the PS portfolio view and health reportingMaintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live datesProduce weekly and monthly reporting for PS leadership and cross-functional stakeholdersDesign and enforce the escalation frameworkBuild the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibilityDefine triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholdsLead the post-implementation RCA programOwn the RCA process for contract rejections and high-risk churns — including template selection, root cause categorization, corrective action assignment, and aggregate trend reportingEnsure learnings are fed back into the delivery methodology and playbooks on a regular cadenceDrive PS tooling and process infrastructureOwn the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case viewEnsure IMs and CSMs spend time on customers, not on admin overheadBuild and maintain implementation playbooksDevelop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learningsMaintain them as living documents — updated after every significant account learning.What We Look ForWhat We Look For5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS companyDirect experience building or owning a PMO or delivery methodology function — not just following oneProven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations (NetSuite, Sage, QuickBooks, etc.)Strong analytical skills — you can build a portfolio health dashboard and explain what it means to a VP in three minutesExperience designing escalation frameworks and churn intervention playbooksExceptional written and verbal communication skills; ability to navigate ambiguity and drive consensusExperience working in or serving the construction, field service, or trades industry is a strong plusProficiency with Salesforce and at least one implementation or project management tool (GCX, Certinia, Asana, etc.)Nice-To-HavesPMP, PgMP, or equivalent project management certificationExperience with Gainsight or a CS health-scoring platformBackground in RCA methodologies: 5 Whys, FMEA, DMAIC, or FishbonePrior experience scaling a PS team from 10 to 30+ IMs and CSMsHas built a Sales-to-CS handoff process from scratch and measured its impact on time-to-valueCRM and CS platforms: Salesforce, Gainsight, GUIDEcxProject tracking: ClickUp, Asana, Jira, ConfluenceERP and accounting integrations: NetSuite, QuickBooks, SageCompensationCompensation$145,000 – $181,000 base salary range + annual bonus + meaningful equityWhat we offer:Generous equity grant, become an owner in our company!A comprehensive benefits packageFlexible PTO and hybrid work schedulesOne-time work-from-home allowanceHubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office daysCompany events and team-building activities, both in-person and virtualFast-paced, collaborative, and dynamic work environmentOpportunities for growth and career advancementChance to work with cutting-edge technology and innovative solutionsThe chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customersWe welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.About BuildOpsJoin BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry!We’re not just talking incremental improvements—we’re talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here.This is your chance to be part of a rocketship. We’re fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric (Reuters, TechCrunch, LA Business Journal) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.At BuildOps, we’re changing the game and doing the best work of our careers. You’ll be a key player in a company that’s truly making a difference for the backbone of our economy. If you’re ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you. 🚀BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.BuildOps recruiters will only contact candidates through official channels and will never ask for payment, banking details, or sensitive personal information during the interview process. Verify all openings at https://buildops.com/careers. Report suspicious outreach to reportfraud.ftc.gov and fraud@buildops.com. We review every report, but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.