Strategic Program Manager, PMO

Overview

Lead PMO governance, operational transformation and implementation methodology evolution across CXG Services, shifting the implementation approach from a single-product to a platform-level model.

What you'll do

• Lead complex PMO transformation initiatives that improve operational scalability, governance maturity and delivery effectiveness across CXG Services.
• Champion an AI-first approach to program management by reimagining processes and methodology around AI-enabled tools, automation and workflow redesign rather than layering AI onto existing manual approaches.
• Drive the shift from a single-product implementation focus to a platform-level approach by redesigning program frameworks, milestones and stakeholder engagement models around the full customer platform.
• Own project forecasting and capacity planning across the PMO portfolio, including resource modeling, demand planning and pipeline visibility.
• Establish and enhance PMO governance frameworks by evaluating operational needs, defining standards and implementing scalable processes.
• Drive implementation methodology evolution by assessing delivery challenges, recommending enhancements and coordinating adoption across client-facing teams.
• Lead organizational change management by developing rollout strategies, aligning stakeholders and ensuring adoption of new tools, methodologies and practices.
• Convert project retrospectives and customer feedback into action plans, tracking follow-through and measuring impact on delivery quality and customer experience.
• Evaluate operational performance and governance effectiveness, analyzing trends, identifying gaps and recommending strategic improvements.
• Facilitate resolution of complex operational challenges by assessing dependencies, risks and competing priorities and coordinating cross-functional mitigation.
• Influence operational planning by partnering with leadership to align transformation initiatives, governance priorities and scalability objectives across the division.
• Develop executive-level reporting and visibility tools, defining metrics, dashboards and indicators including forecasting, capacity and platform-adoption metrics.
• Lead process modernization by identifying opportunities for automation, AI-enabled productivity and workflow optimization.
• Coordinate enterprise-impacting operational initiatives, managing timelines, stakeholder expectations, resource alignment and outcomes across multiple functions.
• Advise stakeholders on governance standards, implementation practices and operational improvement opportunities.
• Guide development of operational documentation, standards and training materials aligned with governance requirements and business objectives.
• Build relationships with Implementation, Product, Engineering, Operations, Customer Success and PMO teams to align priorities on complex initiatives.
• Mentor team members and project contributors on governance practices, program execution, stakeholder management and operational improvement.
• Contribute to long-term organizational scalability by identifying systemic operational challenges and leading initiatives that improve consistency, adoption and delivery maturity.

What you'll need

• 6–10 years of experience leading complex PMO programs, operational transformation, implementation governance, organizational change management or process modernization within SaaS, fintech, banking technology or related operational environments.
• Bachelor's degree in Business, Project Management, Information Systems, Operations Management, Communications or a related field.
• Advanced experience leading complex PMO governance initiatives and operational transformation programs.
• Demonstrated AI-first mindset, with experience reimagining processes and methodology around AI-enabled tools and automation rather than applying AI as an add-on.
• Strong knowledge of implementation methodologies, governance frameworks and organizational change management practices.
• Hands-on expertise with Jira, Confluence, Smartsheet, Salesforce and ServiceNow.
• Specific experience with project forecasting and capacity planning, including resource modeling and pipeline/demand planning across a portfolio of programs.
• Experience driving a shift from single-product to platform-level program design, planning and stakeholder management.
• Experience translating project retrospectives and customer feedback into prioritized, trackable action plans.
• Ability to evaluate complex operational challenges and develop scalable solutions with broad organizational impact.
• Experience influencing stakeholders across multiple business functions and levels of the organization.
• Strong executive communication, facilitation and stakeholder management skills.
• Experience developing operational reporting frameworks, performance metrics and governance visibility tools.
• Ability to lead process modernization, workflow optimization and automation initiatives independently.

Nice to have

• Experience supporting fintech, SaaS or digital banking operational organizations.
• Experience implementing AI-enabled productivity tools, workflow automation solutions or operational modernization initiatives.
• Experience leading or supporting a transition from single-product to platform-based delivery models.
• Knowledge of portfolio governance, operational excellence or enterprise process improvement methodologies.
• Relevant certifications such as PMP, PgMP, PMI-ACP, Prosci, Lean or Six Sigma.
• Experience facilitating enterprise-scale change management or transformation initiatives.
• Experience mentoring project managers and PMO professionals.

Details

• Remote, US (US Remote).
• Candidates must be eligible to work in the US for full-time employment; no employment sponsorship offered.
• Salary range: $114,000 - $143,000.