Sr PMO

Support Services Group is a leading U.S.-based global provider of high-touch omnichannel outsource contact center solutions.

Founded in 1998, our award-winning customer experience (CX) solutions have created exceptional outcomes for more than 50 of the world’s top brands and their customers.

We are an ambitious team of game changers who thrive on solving complex problems.

Role Summary:

The Senior PMO is a hands-on leader within the Client Success Activation Office, accountable for driving complex client launches while providing oversight and coaching to other PMO team members. This role manages the end-to-end execution of high-impact implementation projects, ensures adherence to our global playbook and PMO governance processes, and provides visibility through executive reporting. The Senior PMO serves as a bridge between strategy and execution, helping ensure SSG delivers consistent, scalable, and client-centric onboarding experiences.

Key Responsibilities:

Client Implementation Delivery

• Own a personal portfolio of complex, high-value client implementations from pre-sales through go-live and stabilization.
• Drive full lifecycle planning, including charters, RAID logs, Gantt charts, and resource coordination.
• Join pre-sales and pipeline discussions to assess risk and implementation feasibility early.
• Ensure adherence to global playbook standards while customizing to account/client needs.
• Act as senior escalation point for risks or blockers, both internally and with clients.

PMO Process & Governance Compliance

• Ensure PMO methodology, templates, and stage-gate reviews are followed for all assigned implementations.
• Maintain and manage all planning and reporting artifacts, including project plans, Gantt charts, RAID logs, and scorecards.
• Conduct formal governance reviews and provide updates to executive stakeholders.

Mentorship & Oversight

• Guide and support junior and mid-level PMs, ensuring high standards and consistency across implementations.
• Review plans and documentation from other PMs to ensure PMO discipline and client alignment.
• Provide coaching on stakeholder management, risk mitigation, and playbook execution.

Cross-Functional & Client Leadership

• Partner across departments (Ops, WFM, TA, L&D, IT, Finance, Facilities) to coordinate deliverables.
• Serve as a visible partner to client leadership throughout onboarding.
• Support executive reporting by preparing implementation scorecards and readiness updates.

Continuous Improvement

• Identify and escalate implementation friction points or process gaps.
• Contribute to playbook refinement, based on lessons learned.
• Lead post-mortem sessions and support sharing of best practices across the team.

Qualifications & Experience

• 5 years of project/program management experience, preferably in BPO, shared services, or enterprise client onboarding.
• 2 years in a senior or lead PM role, with experience coaching or managing other project managers.
• Proven success leading large-scale implementations and collaborating across global functions.
• Strong familiarity with PM tools (Smartsheet, MS Project, Google Suite) and governance frameworks.
• PMP or similar certification preferred.

Key Competencies

• Execution Discipline: Ability to deliver complex projects on-time, on-scope, and on-budget.
• Mentorship & Development: Invests in growing PMO talent and modeling best practices.
• Stakeholder Influence: Strong presence in front of clients and executives.
• Process Ownership: Maintains fidelity to PMO methods, reporting, and stage-gate rigor.
• Risk Management: Quickly identifies blockers and drives resolution.

Success Measures

• On-time, in-scope delivery of assigned implementations
• Full compliance with PMO governance and reporting standards
• 4.5 client satisfaction scores during and post-launch
• Teamwide adherence to Gantt chart and playbook execution
• Strong feedback from internal stakeholders and executive sponsors

PHYSICAL REQUIREMENTS:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.

While performing the duties of this job, the employee is regularly required to sit; use hands to manipulate objects, tools or controls; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and the ability to adjust focus.

Noise level in the work environment is usually quiet

Support Services Group is a CX solutions company who creates amazing experiences for the world’s best brands and their customers. We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems.