Director, PMO (Implementation Experience)

Intradiem’s intelligent automation solution for customer service teams is reinventing customer service for everyone.Who We AreIntradiem is a technology company on a mission to reinvent customer service through automation. What We DoWe develop innovative, AI-powered Intelligent Automation solutions for contact center and back-office teams. Our solutions currently support hundreds of thousands of customer service agents for brand-name organizations, powering hundreds of millions of automated actions saving customers tens of millions each year.How We WorkWe take a “problem-out” approach, asking customers to help us understand their business problems, exploring potential solutions together, incorporating their feedback, and releasing solutions that solve those problems.Our CultureWe take a “people-first” approach, treating employees, customers and each other with the dignity and respect we all deserve. Intradiem employees enjoy a family-first culture, transparent leadership, and unfettered growth opportunities. Our ValuesWe believe in service, encouraging our employees to contribute time and energy to causes that help improve the people and communities in which they live and work. We are guided by three core values:Servant’s Heart—caring enough about other people to understand what their problems are and placing the needs of colleagues, customers, and others over personal objectives.Craftsman’s Attitude—taking pride in the work we do and creating solutions that really solve the problem at hand (and trying again if the first attempt doesn’t do the trick).Growth Mindset - We believe progress comes from curiosity, openness, and perseverance. We welcome feedback, embrace change, and push beyond comfort zones to unlock new potential for ourselves, our teams, and our customers.Your Role:Lead and transform the Project Management Office division, developing innovative frameworks, automation solutions, and scalable methodologies that dramatically increase project delivery capacity and quality without proportional headcount increases in SaaS environments.Design and implement comprehensive project management systems that leverage technology, standardization, and workflow optimization to achieve significant improvement in project throughput while maintaining exceptional customer satisfaction through technical implementations, pilots, migrations, and upgrades.Build, develop, and lead a high-performing team of Project Managers and project professionals, fostering a culture of continuous improvement, accountability, and scalable delivery excellence while addressing quality focus and follow-through systematically.Establish strategic collaborative relationships with Technical Experience, Product Development, Sales, Marketing, and executive leadership teams to ensure seamless project execution and business alignment.Drive adoption and optimization of advanced project management platforms, automation tools, and integrated systems (Salesforce, Monday.com, etc.) to maximize efficiency, transparency, and customer impact while reducing manual effort.Design sophisticated metrics frameworks, performance dashboards, and predictive analytics systems to track PMO effectiveness, forecast capacity needs, and drive strategic optimization decisions leveraging comprehensive reporting systems.Ensure exceptional customer experience throughout all project lifecycles by maintaining low customer effort scores, proactive communication strategies, and systematic monitoring of customer sentiment during onboarding through ongoing support.Serve as key executive stakeholder in strategic planning, capacity modeling, and high-level project reviews, providing insights on delivery scalability that support aggressive company expansion goals while ensuring projects exceed customer expectations.Lead organizational transformation initiatives that enhance project delivery capabilities, implement industry-leading practices, and drive adoption of innovative approaches specifically designed for SaaS project management environments.Establish comprehensive quality assurance frameworks, detailed review mechanisms, and risk mitigation strategies that ensure consistent project delivery excellence across diverse technical implementations while systematically addressing completeness and accuracy requirements.Effectively partner with Sales organization for Statement of Work development, delivery planning, and project scoping that accelerates sales cycles and ensures successful project outcomes.Your Background:Bachelor's degree in Business Administration, Project Management, Engineering, or related field. PMP, PMI-ACP, or equivalent advanced project management certification required. Master's degree in Business Administration, Project Management, or related field preferred.10+ years of progressive project management experience with minimum 5 years in senior leadership roles managing PMO functions in high-growth SaaS or technology companies with documented track record of sca