Key Responsibilities
1. B2B Project Delivery Excellence
- Portfolio Management: Oversee the entire portfolio of project implementation, ensuring balanced resource allocation, risk management, and timely delivery
- Establish project governance frameworks, conduct regular health reviews, and identify bottlenecks before they impact clients
- Quality Assurance: Define and enforce delivery quality standards across all client engagements
- Lead the entire Project Management team to deliver exceptional client outcomes
- Manage project scope, timeline, and budget with precision and proactive communication
2. Product Design Leadership
- Lead the Product Design team to create intuitive, beautiful interfaces
- Ensure design decisions are informed by user research, client feedback, and business strategy
- Establish design systems, standards, and processes that scale with the organization
- Champion user-centered design principles across all product development activities
- Collaborate with Engineering to ensure design intent is preserved through implementation
3. Customer Feedback Integration
- Establish systematic processes for capturing, analyzing, and prioritizing client feedback
- Work with Industry Principals and Product Consultants to translate client needs into product requirements
- Own the Product Feedback Loop connecting clients → operations → product development
- Ensure client voice is represented in product roadmap discussions and prioritization decisions
- Track and report on feedback-driven improvements and their impact on client satisfaction
4. Cross-Functional Collaboration
- Partner with Commercial division for seamless client handoff from sales to delivery
- Coordinate with Engineering teams on design handoffs and L2/L3 bug escalations
- Collaborate with Product Consultants on requirements gathering and UAT coordination
- Align with Customer Success on client health monitoring and Quarterly Business Reviews
- Represent Operations in the Go-to-Market (GTM) Committee to ensure delivery readiness
5. Team Leadership & Development
- Build and mentor a high-performing operations team across project management and design
- Establish clear performance expectations, career paths, and development opportunities
- Foster a culture of continuous improvement, accountability, and client-centricity
- Drive operational efficiency improvements and process optimization initiatives
- Ensure team members are equipped with the skills and tools needed for success
Qualifications
- 8+ years of project management experience, with 3+ years in senior/leadership roles
- Demonstrated success delivering complex enterprise SaaS implementations
- Experience managing cross-functional teams including design, business analysis, and delivery
- Track record of establishing and scaling delivery processes in high-growth environments
- Strategic thinker who balances operational excellence with client advocacy
- Excellent stakeholder management and executive communication abilities
- B2B enterprise technology experience preferred; talent/HR tech experience a plus
