About the Role
We're looking for a PMO Manager to lead the successful launch of new client programs ("new logos") across the organization. This role is responsible for managing projects from client handoff through implementation and stabilization, ensuring every launch is delivered on time, within scope, and ready for operational success.
You'll work closely with Sales, Operations, WFM, Training, HR, IT, Facilities, and Client Services to coordinate all aspects of new program launches before transitioning ownership to Operations after the stabilization period.
Key Responsibilities
- Lead end-to-end implementation of new client programs in a BPO environment.
- Develop and manage project plans, timelines, risks, budgets, and deliverables.
- Coordinate cross-functional teams to ensure launch readiness.
- Partner with stakeholders to align hiring plans, training schedules, seat readiness, workforce planning, and operational requirements.
- Monitor project progress, resolve risks, and provide regular status updates to leadership.
- Establish and improve PMO processes, templates, and project governance standards.
- Ensure a smooth transition of stabilized programs to Operations and Client Services.
Qualifications
- Bachelor's degree or equivalent experience.
- At least 2 years of Project Management experience.
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2-3 years of people management experience preferred.
- Proven experience launching new clients (new logos) in a BPO or contact center environment.
- Experience managing multiple large-scale implementations (approximately 200-500 seat launches).
- Strong understanding of project management methodologies and full project lifecycle.
- Excellent stakeholder management, organizational, and communication skills.
- Experience working with cross-functional teams, including Operations, WFM, Training, HR, IT, and Facilities.
- Strong problem-solving skills with the ability to manage multiple priorities in a fast-paced environment.
Preferred Qualifications
- PMP or CAPM certification.
- Experience with Monday.com, Jira, or similar project management tools.
- Background in Operations, Workforce Management, Training, or Implementation Project Management within a BPO environment.
