The VP of Professional Services, PMO is a critical leadership role responsible for establishing, managing, and overseeing the Professional Services Project Management Office (PMO). This role is instrumental in driving consistency, efficiency, and best practices across all professional services projects. The VP of Professional Services, PMO leads a team of project and program management professionals and is a key driver in improving project delivery, resource management, and overall client satisfaction. This individual is a strategic thinker with a proven track record of building and scaling PMOs with a B2B technology SaaS provider.
The VP of Professional Services, PMO leads the project/engagement management organization with responsibility for ensuring an efficient and positive implementation experience for all customers of RealPage. In addition, the Vice President collaborates with other leaders to align for continuous improvement of the sales, onboarding, and adoption customer journey. This role leads a team of onboarding consultants and project/engagement managers dedicated to ensuring our clients in the multifamily housing industry maximize the value of our software solutions.
This individual is a transformation agent across the organization, streamlining current engagement methodology and processes, increasing rigor around strategic program delivery with strong governance and oversight, and improving the overall customer experience, with the primary goal of enabling revenue across the enterprise. This leader brings industry best practices around program delivery, promotes adherence to a prescriptive methodology, and streamlines processes for improved efficiencies with a consistent and strong focus on improving the employee and customer’s experience.PRIMARY RESPONSIBILITIES • Formalize and manage the Professional Services PMO, defining its charter, mission, and strategic objectives.
Develop and implement PMO methodologies, processes, and tools.• Develop and maintain a standardized project delivery methodology, incorporating industry best practices. Ensure consistent application of the methodology across all projects.• Establish and enforce project governance frameworks, ensuring consistent project execution, risk management, and reporting. Define clear roles and responsibilities for project stakeholders.• Oversee the portfolio of professional services projects, prioritizing projects based on strategic importance and resource availability.
Monitor project performance and identify potential risks and issues.• Work closely with sales and customer success teams to develop and execute strategic account strategies for key accounts, focusing on growth, retention and client satisfaction. • Develop and implement resource management processes to ensure optimal allocation of resources across projects. Forecast resource needs and work with functional managers to secure necessary resources.• Develop and implement project reporting mechanisms to track project progress, budget performance, and key metrics.
Analyze project data to identify trends, areas for improvement, and opportunities for optimization.• Develop and implement comprehensive risk assessment frameworks to identify risks. Build and deploy risk mitigation strategies proactively.• Lead, mentor, and develop a high-performing team of onboarding consultants and project/engagement managers. Foster a culture of collaboration, accountability, customer focus, and continuous improvement. Required:• Bachelor's degree in Business Administration, Engineering, or a related field; MBA or PMP certification preferred.• 10+ years of implementation experience successfully delivering on-time projects, meeting client deadlines and consistently delivering high levels of customer satisfaction• 5+ years of experience in a Sr Director+ PMO leadership role • Experience in managing geographically dispersed global teams and can manage work to “follow the sun”• Occasional travel to visit customers or our geo-centers may be requiredKNOWLEDGE/SKILLS/ABILITIES Required:• Excellent communication, interpersonal, and C-level presentation skills. • Experience delivering transformation and process improvement initiatives with proven results• Ability to interact effectively at all levels within a highly matrixed organization• Strategic leader who is also a “doer;” willing to roll up sleeves and dig in deep to assist the team and be hands on/tactical• Demonstrates high-energy and a strong sense of urgency in an extremely fast-paced environment• Experience with consulting and/or implementing B2B SaaS products strongly preferred• Career progression in service operations with practical experience in international settings• Targets breakthrough performance, not simply incremental gains• Driven by high expectations to deliver results and not “activity”• Experience with multi-family housing industry is a plus but not requiredPhysical Demands and Working ConditionsWhile performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear.
The employee must have the ability to operate a personal computer and express or exchange ideas by means of the spoken word. May be required to sit and/or stand for long periods of time. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. May be required to lift or move 10+ pounds.
