Director, Customer Experience PMO

Director, Customer Experience PMO Togetherwork | Customer Experience Reports to: Vice President, Customer Experience Role Summary The Director, Customer Experience Program Management Office leads the Project Management function across Professional Services and Onboarding within Customer Experience. You own the operating rhythm, delivery standards, and portfolio health that move Togetherwork's most important CX outcome: reducing days to go-live across our product portfolio. You lead a team of 8 to 10 Project Managers distributed across verticals, set the cadence for how implementation work runs end to end, and partner with product and vertical leaders to shrink cycle time without sacrificing quality. You are a peer to the Program Manager role, who owns leadership cadence and the cross-CX master program board. Together, your two roles form the execution backbone of CX. Key Responsibilities Delivery Execution and Cycle Time Own days to go-live as the primary portfolio KPI. Baseline by product, set targets, and drive quarterly reduction plans. Run the operating rhythm for implementation delivery across PS and Onboarding, including stage gates, escalation paths, and cross-team handoffs. Work with leadership to define strategies for at-risk implementations and mobilize the right resources to unblock them. Team Leadership Lead, coach, and develop a team of 8 to 10 Project Managers spanning multiple product verticals. Set clear performance expectations, career pathing, and hiring standards for the PM function. Build a culture of accountability, cross-team collaboration, and pride in shipping. Delivery Standards and Methodology Define and evolve the standard PM operating model: charters, milestones, artifacts, status reporting, and handoff protocols. Right-size governance to the maturity of each product and vertical. Structure where it earns its keep, agility everywhere else. Drive adoption of consistent tooling and delivery practices across the portfolio. Portfolio Visibility and Reporting Publish weekly portfolio health, monthly executive rollups, and per-product trend commentary. Partner with the Director of Reporting and Analytics to align execution data with CX KPI frameworks. Give leadership a current, honest view of what is in flight, what is at risk, and where to intervene. Capacity and Resource Discipline Partner with PS leadership on utilization, ramp planning, and contractor engagement to keep the delivery engine matched to demand. Inform hiring plans and capacity models with delivery data, not assumptions. Cross-Functional Partnership Partner closely with Sales, Product, Support, and Customer Success to remove friction at the seams of the customer journey. Act as a trusted operator across CX leadership, translating strategy into shipped outcomes. Success Measures Days to go-live reduction across the portfolio, by product, on a quarterly cadence. Predictability of implementation timelines and reduction in schedule slippage. PM team engagement, retention, and progression. Adoption of standardized delivery practices across products. Executive confidence in portfolio health reporting. What We Are Looking For 10 or more years in SaaS Professional Services or Implementation leadership, with 5 or more managing PM teams at scale. Proven cycle-time results. You can point to specific implementations where you shortened days to go-live and explain exactly how you did it. Multi-product or multi-vertical portfolio experience. Comfortable operating in a scaling company with acquired products at mixed maturity levels. People leader with a track record of developing PMs into senior PMs and leaders. Fluency with PSA and project delivery tooling. Experience selecting or maturing a delivery platform is a plus. Executive communication. Concise, data-forward, honest about risk, low patience for filler. Bias for pragmatism. You know when to standardize and when to move fast without the paperwork. Experience leveraging data and AI-enabled tools…