• Lead, coach, and develop a high-performing team of Project Managers and Implementation Specialists, providing ongoing support through regular one-on-ones, goal-setting, performance feedback, and professional development planning. 

• Oversee project performance across a portfolio of SaaS implementation projects, ensuring on-time delivery, scope adherence, and quality standards while maintaining a consistent customer experience. 

• Manage resource allocation, project assignments and team utilization strategically, balancing team capacity, skill sets, and project complexity to drive effective utilization and delivery efficiency. 

• Ensure adherence to standardized delivery methodologies, reinforcing project governance, communication protocols, and escalation frameworks to support scalable and predictable outcomes. 

• Collaborate with Delivery leadership, Solutions Architects, Product, and other cross-functional partners to align on project strategies, remove blockers, and drive successful handoffs and customer outcomes. 

• Monitor and analyze key performance metrics—including Time to First Value (TTFV), CSAT, utilization, and project throughput—to identify trends, surface risks, and inform continuous improvement initiatives. 

• Serve as the point of escalation for complex project risks and customer concerns, guiding resolution strategies and ensuring stakeholder alignment throughout the project lifecycle. 

• Partnering with Sales on designing RFPs, scoping, and selling services. 

• Ability to travel up to 15% 

• Other duties as assigned. 

KEY METRICS FOR SUCCESS 

• Team Utilization & Capacity Management  

• On-Time Delivery Across Portfolio  

• Customer Satisfaction (CSAT)  

• Project Portfolio Margin  

• 8+ years of project management or delivery experience in SaaS, consulting, or professional services environments, with a proven track record of leading complex, customer-facing initiatives that drive measurable business outcomes (utilization, on-time delivery, CSAT, TTFV, project margin). 

• 3+ years of people leadership experience, including direct management of Project Managers or Delivery Leads, with demonstrated ability to coach, mentor, and scale high-performing teams in fast-paced SaaS environments. 

• Extensive experience managing enterprise and multi-stakeholder SaaS implementations, including cross-functional coordination, integration management, and alignment with customer business goals. 

• Proven ability to establish and enforce delivery governance frameworks and methodologies, ensuring consistency, scalability, and operational excellence across a large portfolio of projects. 

• Advanced organizational and prioritization skills, with the capacity to manage team resources across competing priorities while balancing customer needs, business objectives, and long-term scalability. 

• Exceptional communication and executive presence, with the ability to influence across functions (Product, Sales, Customer Success, Support, and Engineering) and present delivery strategy and results to senior leadership and client executives. 

• Strong analytical mindset with operational rigor, leveraging data and delivery KPIs to evaluate performance, identify risks, forecast capacity, and drive continuous improvement across teams and processes. 

• Expertise with project management tools, SaaS delivery metrics, and portfolio-level reporting, with experience using platforms such as Jira, Smartsheet, or Salesforce to manage programs and inform leadership decisions. 

• Strategic problem-solving and decision-making skills, with the judgment to balance speed, quality, and scalability while navigating ambiguity and ensuring customer success. 

• Deep knowledge of delivery best practices and methodologies (Agile, Waterfall, hybrid models), with the ability to adapt frameworks to diverse customer needs and complex implementation scenarios. 

• Proven AI Fluency, with experience building and using repeatable AI workflows tailored to Project Management and Services Delivery, demonstrating measurable gains in efficiency or quality through AI use. 

PREFERRED QUALIFICATIONS 

• Project management certification (e.g., PMP, PMI-ACP).  

• Experience in restaurant technology, hospitality SaaS, or other vertical implementation organizations.  

• Exposure to organizational change or cross-functional delivery programs.  

• Experience in high-volume implementation environments.  

• Experience overseeing change management at scale.