Senior Director, Project Management Office (PMO) and Client Onboarding
Reports To:
VP of Delivery
Department:
Professional Services
Location:
Remote
Exemption Status:
Exempt
PURPOSE:
The Senior Director of Project Management Office (PMO) and Client Onboarding will lead the strategic planning and execution of enterprise-wide project management initiatives and oversee the end-to-end client onboarding process. This role is critical in driving organizational efficiency, ensuring timely delivery of key projects, and delivering a world-class onboarding experience that supports client satisfaction and retention. The ideal candidate is a transformational leader with deep expertise in project governance, process optimization, change management, and client engagement.
RESPONSIBILITIES:
Project Management Office Leadership
- Define and implement the vision, strategy, and roadmap for the PMO in alignment with organizational goals.
- Establish project management methodologies, best practices, tools, and metrics to ensure project consistency and success.
- Oversee the management of a portfolio of cross-functional projects, ensuring they are delivered on time, within scope, and on budget.
- Provide executive-level reporting and insights to leadership, highlighting risks, dependencies, and opportunities for improvement.
- Mentor and manage a high-performing team of project and program managers.
Client Onboarding/Offboarding Strategy and Execution
- Lead the client onboarding and offboarding function, ensuring a seamless, scalable, and high-quality experience.
- Develop and continuously improve onboarding processes, templates, documentation, and training.
- Collaborate with Sales, Product, Platform, and Operations to ensure alignment and smooth handoffs from pre-sale to onboarding.
- Monitor and measure onboarding success metrics including time-to-value, client satisfaction, and implementation quality.
- Serve as an escalation point for complex onboarding projects or client issues.
Stakeholder Engagement & Change Management
- Act as a change agent and foster a culture of accountability, collaboration, and continuous improvement.
- Build strong relationships with internal and external stakeholders to drive alignment and ensure customer-centric delivery.
- Communicate project status, milestones, and impacts to stakeholders at all levels.
MINIMUM SKILLS, EDUCATION AND EXPERIENCE
- Bachelor’s degree in business, Project Management, or a related field (MBA or equivalent advanced degree preferred).
- 10+ years of experience in project management, client services, or operations, including at least 5 years in a leadership role.
- Proven experience building and leading a PMO and/or client onboarding function in a high-growth or enterprise environment.
- Strong knowledge of project management frameworks (Agile, Waterfall, etc.) and tools (e.g., Asana, Smartsheet, Jira, MS Project).
- Demonstrated ability to manage complex, cross-functional projects with competing priorities.
- Exceptional leadership, communication, and organizational skills.
PREFERRED SKILLS, EDUCATION AND EXPERIENCE
- Agile SCRUM, PMP, PgMP, or other relevant project management certification.
- Experience in SaaS, fintech, healthcare, or another highly regulated or complex industry.
- Familiarity with customer success metrics and platforms (e.g. Salesforce).
KEY COMPETENCIES:
- Strategic Thinking
- Client Focus
- Operational Excellence
- Change Management
- Cross-functional Leadership
- Analytical and Data-Driven Decision Making
At Ascend Technologies we firmly believe that diversity, equity, and inclusion are not only fundamental values but also powerful drivers of innovation, growth, and success. We are committed to fostering an environment where every individual feels valued, respected, and empowered.
CORE VALUES
We are seeking highly motivated individuals who have the willingness and ability to demonstrate Ascend core values:
- Committed to Client Success: Our actions and our words always align with the best interest of the client.
- One Team: We work collaboratively to overcome challenges with humility and respect and do what it takes to find innovative solutions.
- Integrity: We are unquestionably committed to doing the right thing even when it is hard.
- Accountability: We hold ourselves and each other accountable for keeping our commitments to our clients, our communities, and one another.
- Transparency: We create open lines of communication with each other and our clients, fostering relationships founded on candor and trust.
Salary Expectations $130,000 - $155,000The salary for this position is commensurate with experience, skills, and qualifications. The range is intended to reflect our commitment to attracting top talent, and the final offer will be based on factors including, but not limited to, the candidate's previous experience, expertise in the field, relevant certifications, and the specific requirements of the role. In addition, internal equity, market trends, and geographic location may also influence the final salary.Along with a competitive salary, we offer a comprehensive benefits package, including health, dental, and vision insurance, retirement savings options, flexible time off (FTO), and professional development opportunities.
We are open to discussing compensation and benefits further during the interview process to ensure alignment with the candidate’s expectations and experience
