Full-Time Senior Director PMO & Client Onboarding

Senior Director, Project Management Office (PMO) and Client Onboarding

Reports To: VP of Delivery

Department: Professional Services

Location: Remote

Exemption Status: Exempt

PURPOSE: The Senior Director of Project Management Office (PMO) and Client Onboarding will lead the strategic planning and execution of enterprise-wide project management initiatives and oversee the end-to-end client onboarding process. This role is critical in driving organizational efficiency, ensuring timely delivery of key projects, and delivering a world-class onboarding experience that supports client satisfaction and retention. The ideal candidate is a transformational leader with deep expertise in project governance, process optimization, change management, and client engagement.

RESPONSIBILITIES:

1. Project Management Office Leadership
2. Define and implement the vision, strategy, and roadmap for the PMO in alignment with organizational goals.
3. Establish project management methodologies, best practices, tools, and metrics to ensure project consistency and success.
4. Oversee the management of a portfolio of cross-functional projects, ensuring they are delivered on time, within scope, and on budget.
5. Provide executive-level reporting and insights to leadership, highlighting risks, dependencies, and opportunities for improvement.
6. Mentor and manage a high-performing team of project and program managers.
7. Client Onboarding/Offboarding Strategy and Execution
8. Lead the client onboarding and offboarding function, ensuring a seamless, scalable, and high-quality experience.
9. Develop and continuously improve onboarding processes, templates, documentation, and training.
10. Collaborate with Sales, Product, Platform, and Operations to ensure alignment and smooth handoffs from pre-sale to onboarding.
11. Monitor and measure onboarding success metrics including time-to-value, client satisfaction, and implementation quality.
12. Serve as an escalation point for complex onboarding projects or client issues.
13. Stakeholder Engagement & Change Management
14. Act as a change agent and foster a culture of accountability, collaboration, and continuous improvement.
15. Build strong relationships with internal and external stakeholders to drive alignment and ensure customer-centric delivery.
16. Communicate project status, milestones, and impacts to stakeholders at all levels.

MINIMUM SKILLS, EDUCATION AND EXPERIENCE

• Bachelor’s degree in business, Project Management, or a related field (MBA or equivalent advanced degree preferred).
• 10+ years of experience in project management, client services, or operations, including at least 5 years in a leadership role.
• Proven experience building and leading a PMO and/or client onboarding function in a high-growth or enterprise environment.
• Strong knowledge of project management frameworks (Agile, Waterfall, etc.) and tools (e.g., Asana, Smartsheet, Jira, MS Project).
• Demonstrated ability to manage complex, cross-functional projects with competing priorities.
• Exceptional leadership, communication, and organizational skills.

PREFERRED SKILLS, EDUCATION AND EXPERIENCE

• Agile SCRUM, PMP, PgMP, or other relevant project management certification.
• Experience in SaaS, fintech, healthcare, or another highly regulated or complex industry.
• Familiarity with customer success metrics and platforms (e.g. Salesforce).

KEY COMPETENCIES:

• Strategic Thinking
• Client Focus
• Operational Excellence
• Change Management
• Cross-functional Leadership
• Analytical and Data-Driven Decision Making

Salary Expectations: $130,000 - $155,000

The salary for this position is commensurate with experience, skills, and qualifications.

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