Manager PMO

BuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors. We help our customers operate more efficiently connect their teams and deliver world-class service to their clients. At BuildOps we call our team members Builders—innovators who take ownership build with purpose and deliver results that make a lasting impact.

This is not a coordinator role. You will own the methodology the tooling the standards and the accountability frameworks that govern how BuildOps delivers implementations across our enterprise customer base. If you have ever looked at a growing services organization and seen the gaps — inconsistent handoffs no escalation playbook churn that could have been prevented — this is the job that fixes that.

What You’ll Do

Build and govern the PS delivery methodology

• Define and maintain the implementation framework — phases milestones go/no-go criteria and sign-off standards — for all customer segments (SMB Mid-Market Enterprise)
• Ensure methodology is documented version-controlled and consistently adopted across the delivery team

Own the PS portfolio view and health reporting

• Maintain a real-time view of all active implementations: stage health score risk flags and projected go-live dates
• Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders

Design and enforce the escalation framework

• Build the tiered escalation model that governs when accounts move from CSM-level to management-level to ELT visibility
• Define triggers SLAs and DRI accountability at each tier so no at-risk account goes undetected past defined thresholds

Lead the post-implementation RCA program

• Own the RCA process for contract rejections and high-risk churns — including template selection root cause categorization corrective action assignment and aggregate trend reporting
• Ensure learnings are fed back into the delivery methodology and playbooks on a regular cadence

Drive PS tooling and process infrastructure

• Own the configuration and adoption of PS tooling (Salesforce Gainsight project tracking) so systems reflect ground truth not a best-case view
• Ensure IMs and CSMs spend time on customers not on admin overhead

Build and maintain implementation playbooks

• Develop playbooks by customer type (service-only construction ERP-integrated) that reflect current product capabilities known integration requirements and field learnings
• Maintain them as living documents — updated after every significant account learning.What We Look For

What We Look For

• 5+ years in a Professional Services Customer Success or Implementation leadership role at a B2B SaaS company
• Direct experience building or owning a PMO or delivery methodology function — not just following one
• Proven track record managing complex multi-stakeholder implementations involving ERP or accounting integrations (NetSuite Sage QuickBooks etc.)
• Strong analytical skills — you can build a portfolio health dashboard and explain what it means to a VP in three minutes
• Experience designing escalation frameworks and churn intervention playbooks
• Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus
• Experience working in or serving the construction field service or trades industry is a strong plus
• Proficiency with Salesforce and at least one implementation or project management tool (GCX Certinia Asana etc.)

Nice-To-Haves

• PMP PgMP or equivalent project management certification
• Experience with Gainsight or a CS health-scoring platform
• Background in RCA methodologies: 5 Whys FMEA DMAIC or Fishbone
• Prior experience scaling a PS team from 10 to 30+ IMs and CSMs
• Has built a Sales-to-CS handoff process from scratch and measured its impact on time-to-value
• CRM and CS platforms: Salesforce Gainsight GUIDEcx
• Project tracking: ClickUp Asana Jira Confluence
• ERP and accounting integrations: NetSuite QuickBooks Sage

What We Do

BuildOps is the AI-native platform for commercial contractors. Built for the complexity of large-scale commercial work it replaces disconnected tools and manual workflows with a single system that runs every job from quote to close.At the center of the platform is OpsAI BuildOps' intelligence layer designed for real work in the trades. OpsAI helps dispatchers send the right tech in seconds gives field crews the context they need before they step onsite and helps offices bill clearly and stay on top of cash — all inside the workflows teams already use.Founded in 2018 by a U.S. Army veteran BuildOps exists to give mission-critical trades technology as strong and reliable as they are — so they can operate with clarity when the work is on the line. Today more than 1000 leading companies across North America trust BuildOps to power their businesses backed by Founders Fund N47 Meritech Capital and other top investors.

Why Work With Us

The idea for BuildOps was born out of the very real need felt by our founders from their own experience both in technology and in the field. We’re a widespread but tight-knit team of go-getters. We are passionate but humble. Unique but fiercely collaborative. And at the end of the day we truly love what we do.

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