Manager, PMO

About BuildOps

BuildOps 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 Role

This 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 Do

Build and govern the PS delivery methodology

• Define 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 team

Own the PS portfolio view and health reporting

• Maintain a real-time view of all active implementations: stage, health score, risk flags, and projected go-live dates
• Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders

Design and enforce the escalation framework

• Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility
• Define triggers, SLAs, and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds

Lead the post-implementation RCA program

• Own the RCA process for contract rejections and high-risk churns — including template selection, root cause categorization, corrective action assignment, and aggregate trend reporting
• Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence

Drive PS tooling and process infrastructure

• Own the configuration and adoption of PS tooling (Salesforce, Gainsight, project tracking) so systems reflect ground truth, not a best-case view
• Ensure IMs and CSMs spend time on customers, not on admin overhead

Build and maintain implementation playbooks

• Develop playbooks by customer type (service-only, construction, ERP-integrated) that reflect current product capabilities, known integration requirements, and field learnings
• Maintain them as living documents — updated after every significant account learning.

What We Look For

• 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company
• Direct experience building or owning a PMO or delivery methodology function — not just following one
• Proven 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 minutes
• Experience designing escalation frameworks and churn intervention playbooks
• Exceptional written communication skills