The Project Operations Manager leads a team of Project Managers responsible for delivering projects across all OSV service implementations. This role provides strategic oversight, resource allocation, delivery governance, and operational leadership to ensure projects are delivered on time, within scope, and aligned to customer success.
The POM partners closely with the PMO Director and cross-functional leaders to optimize delivery frameworks, standardize processes, and foster a high-performance PMO culture. They drive portfolio-level delivery health, talent development, and continuous improvement.
ResponsibilitiesPortfolio & Delivery Leadership:
- Owns the project portfolio, ensuring appropriate PM assignment, workload balance, and alignment to business priorities.
- Executes portfolio-level delivery assurance, identifying systemic risks and driving organizational mitigations.
- Standardizes governance practices and audits adherence across all PM-led projects.
- undefinedOperational Excellence:Owns operational delivery metrics, analyzes trends, and initiates actions to improve delivery predictability and efficiency.Leads PMO tooling and process improvements, partnering with cross-functional stakeholders for adoption and integration.Resolves cross-service or cross-team conflicts and ensures consistent execution across the organization. Leadership & Talent DevelopmentBuilds PM talent pipelines by coaching PMs, driving development plans, and identifying readiness for advancement.Sets expectations for PM behaviors, operating norms, and delivery quality, addresses performance concerns proactively. Sponsor and contribute to continuous improvement initiatives to enhance scalability, quality, and customer outcomes.
Competencies- Ability to lead, coach, and develop a team of project managers and coordinators.
- Fosters a culture of accountability, collaboration, and continuous learning.
- Ensures consistent execution against timelines, scope, and quality standards.
- Proficient in allocating resources based on project demand, skillsets, and availability.
- Balances workloads and anticipates staffing needs across seasonal cycles.
- Works cross-functionally with the Consulting Services team to align on project goals and execution plans.
- Builds trust and alignment across internal and external stakeholders.
- Handles escalations with urgency and professionalism.
- Understands the customer journey and tailors delivery approaches accordingly.
- Tracks team and project performance using KPIs and dashboards.
- Uses data to drive decisions and continuous improvement.
- Thrives in a fast-paced, evolving environment.
- Adjusts plans and priorities quickly in response to changing business needs.
Qualifications- Degree Requirement: Bachelor's degree
- 8+ years of project management experience, including 3+ years leading or managing a team of project managers
- 2+ years' experience managing HCM, Payroll, Payroll Tax, or Benefits application implementations
- Demonstrated experience with portfolio-level oversight - resource allocation, workload balancing, and delivery governance across multiple concurrent projects
- Working knowledge of the following business areas: Human Resources, Benefits, Payroll, and Payroll Tax
- Experience in a BPaaS, SaaS, or professional services delivery environment
- PMP Certification or equivalent project management credential
- Experience within the Workday ecosystem (implementation, consulting, or BPaaS operations)
- Prior people management experience including performance management and talent development
- Workday Certification
- Familiarity with Rocketlane or similar project delivery/PSA tooling
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