Director, PMO - Solutions Delivery
CHAMP · Cleveland, OH
Tailor my CV for this job — freeAt CHAMP, we are redefining the technology used by Motor Vehicle Agencies and their stakeholders. We do so with innovative, cloud-based software that enhances efficiency, security, and interoperability. Our solutions replace outdated processes with modern, scalable platforms, enabling organizations to operate with greater speed and accuracy in an increasingly digital world.
You will provide leadership across a portfolio of customer implementations, integrations, and strategic initiatives, ensuring the organization has the visibility, capacity, governance, and decision-making structures needed to deliver against customer and business commitments.We’re looking for a leader who can see around corners. You recognize emerging risks before they become escalations, connect issues across projects to identify systemic challenges, and help leaders make informed decisions before customer outcomes are impacted.This role will partner closely with leaders across Solutions Delivery, Engineering, Product, Customer Success, Sales, Support, and other functions to create a highly accountable and scalable delivery organization.What You BringWe welcome candidates from all backgrounds. If you meet most of the qualifications below, we encourage you to apply, even if you don’t meet every single one.You are a strategic leader who can move seamlessly between executive-level portfolio strategy and the details necessary to understand what's really happening within delivery.You don't view a PMO as a reporting function. You see it as an organizational capability that improves decision-making, exposes risk, strengthens accountability, increases predictability, and enables the business to scale.You're comfortable challenging assumptions, bringing clarity to ambiguity, and influencing leaders across functions when priorities, resources, or customer commitments are competing.What You’ll DoPMO Strategy & LeadershipOwn the vision, strategy, operating model, and continued evolution of the Solutions Delivery PMO.Establish a scalable project and program management framework that supports the growth and complexity of the business.Define standards for project intake, planning, execution, governance, change management, escalation, launch, and closeout.Establish appropriate governance without introducing unnecessary bureaucracy or slowing teams down.Build a PMO culture centered on ownership, transparency, proactive problem-solving, and measurable outcomes.Lead, develop, coach, and mentor project and program management professionals, establishing clear expectations and elevating PMO capabilities.Establish role clarity, operating expectations, and career-development standards across the PMO organization.Portfolio & Delivery LeadershipProvide executive oversight across the portfolio of implementations, integrations, migrations, and other strategic Solutions Delivery initiatives.Establish a portfolio management discipline that gives leadership clear visibility into commitments, timelines, dependencies, capacity, risks, and priorities.Ensure strategic and high-risk initiatives receive the appropriate level of oversight and executive attention.Identify projects trending off track and ensure recovery strategies, ownership, and escalation paths are established early.Create mechanisms to assess overall portfolio health rather than evaluating projects solely in isolation.Ensure delivery commitments appropriately reflect scope, complexity, technical dependencies, resource availability, and customer requirements.Partner with delivery leaders to balance competing priorities and determine where organizational focus and resources will have the greatest impact.Risk & Dependency ManagementServe as an early-warning system for the Solutions Delivery organization, identifying emerging risks before they become missed commitments, customer escalations, or operational issues.Establish portfolio-level risk management practices that identify dependencies and risks across projects, customers, products, and teams.Identify patterns across project-level issues to uncover systemic organizational or process problems.Challenge assumptions around timelines, scope, capacity, technical readiness, and customer dependencies when appropriate.Ensure high-impact risks have clearly defined owners, mitigation plans, escalation paths, and decision points.Create visibility into cross-functional dependencies involving Product, Engineering, Customer Success, Sales, Support, and third parties.Lead or sponsor recovery efforts for complex, high-risk, or highly visible initiatives.Resource & Capacity PlanningPartner with Solutions Delivery leadership to establish a forward-looking capacity and resource planning model.Provide visibility into the relationship between incoming demand, active commitments, required skills, and available delivery capacity.Identify capacity constraints, competing priorities, and potential delivery bottlenecks before customer commitments are affected.Partner with leaders on prioritization and resource allocation decisions when demand exceeds available capacity.Identify recurring skills or capacity gaps and provide data to support workforce and organizational planning.Improve forecasting around upcoming implementations, integrations, launches, and significant delivery milestones.Executive Reporting & Decision SupportEstablish executive-level reporting that focuses on insight and action, not simply project status.Develop portfolio dashboards and reporting that clearly communicate delivery health, trends, risks, dependencies, capacity, and decisions required.Translate complex delivery situations into concise assessments of risk, impact, options, recommendations, and decisions needed.Provide leadership with early visibility into emerging issues and areas where intervention may be required.Establish meaningful delivery KPIs that help leadership understand both current performance and emerging risk.Facilitate executive portfolio reviews focused on decisions, tradeoffs, risks, and business outcomes rather than administrative status reporting.Cross-Functional & Customer Delivery AlignmentPartner closely with Solutions Delivery, Product, Engineering, Customer Success, Sales, and Support leadership to improve end-to-end execution.Ensure customer commitments and implementation assumptions are understood across teams.Partner with Product and Engineering leadership to create transparency around product dependencies, technical constraints, releases, and development work affecting customer delivery.Ensure the PMO has sufficient technical fluency around SaaS platforms, REST APIs, integrations, data flows, environments, testing, and software releases to recognize delivery risk.Improve transitions between the sales process, implementation, go-live, and ongoing customer ownership.Facilitate resolution when priorities or commitments conflict across functional teams.Provide leadership and structure for complex customer escalations when delivery coordination is required.Operational Excellence & Continuous ImprovementContinuously evaluate the Solutions Delivery operating model to identify opportunities to increase speed, quality, predictability, and scalability.Lead post-implementation and portfolio-level reviews to identify lessons learned and translate them into meaningful organizational improvements.Identify recurring bottlenecks, manual processes, unclear ownership, unnecessary handoffs, or process gaps.Establish reusable frameworks, playbooks, templates, dashboards, and standards that enable teams to scale effectively.Identify opportunities for automation and tooling that reduce administrative effort and improve portfolio visibility.Ensure lessons learned from challenging implementations influence how future projects are scoped, planned, staffed, and managed.Measure PMO effectiveness based on improved business and delivery outcomes rather than simply adherence to process.Requirement Qualifications 8+ years of progressive experience across project management, program management, PMO leadership, Professional Services, SaaS implementation, or Solutions Delivery.Demonstrated experience leading complex portfolios of customer-facing technology initiatives.Experience leading, coaching, and developing project or program management professionals.Experience operating within a SaaS, enterprise software, or software development environment.Demonstrated ability to establish or mature project/program governance and portfolio management practices.Strong experience with portfolio management, dependency management, risk management, forecasting, resource planning, and executive reporting.Demonstrated ability to identify emerging risks and drive action before those risks materially impact delivery.Strong systems thinking with the ability to connect individual project challenges to broader organizational issues.Strong executive communication skills, including the ability to simplify complex situations and clearly articulate decisions and tradeoffs.Experience influencing senior leaders and cross-functional teams without direct authority.Ability to operate effectively in a fast-paced environment where priorities, customer needs, and technical requirements may change.Benefits + PerksCompetitive SalaryAnnual Bonus PotentialHealth, Dental & Vision InsuranceUnlimited PTO PolicyMatching 401K with immediate vestingSubsidized Lunches at our Cleveland HeadquartersFast Paced work environment in a growth companyNewly Renovated Office SpaceSalary RangeThe expected salary range for this position is $170,000 to $200,000 annually. This is a good faith estimate, and final compensation may vary based on experience and skills.We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of all backgrounds, including veterans and individuals with disabilities. If you need accommodations during the application or interview process, please let us know. We’re here to help.By joining CHAMP, you will be an integral member of our team with many opportunities for personal growth and upward mobility in a growing organization. We have a great culture that is flexible, collaborative and welcoming.