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.