About Your Role As a Supervisor within the Customer Experience (CX) organization and Project Management Office (PMO), you will serve as a frontline leader responsible for the day-to-day performance, compliance, and development of a team of Project Resources. You will act as a critical bridge between individual contributors and Senior PMO leadership, ensuring operational standards are consistently upheld, data integrity is maintained across required tools, and team members are held accountable to established processes and expectations. This role is ideal for a detail-oriented, people-first leader who thrives in a structured, fast-paced SaaS environment.
How You'll Make an Impact Team Oversight & Daily Operations- Provide direct supervision and day-to-day guidance to a team of Project Managers/ Coordinators managing customer implementation projects.
- Monitor active project portfolios to ensure adherence to timelines, scope, and budget, escalating risks and blockers to the Senior Manager as appropriate.
- Serve as the first point of escalation for team members encountering project obstacles, customer issues, or internal process friction.
- Conduct regular 1:1s, team meetings, and project check-ins to maintain visibility into workload, morale, and performance.
SOP Compliance & Process Adherence- Champion adherence to established Standard Operating Procedures (SOPs) across all phases of the customer implementation lifecycle.
- Perform regular audits of project activity to identify compliance gaps, deviations from methodology, or inconsistencies in process execution.
- Partner with PMO Director to update, communicate, and reinforce SOPs as processes evolve, ensuring the team remains aligned with current standards.
- Identify patterns of non-compliance and develop targeted coaching plans or corrective actions in response.
Time Entry & Data Compliance- Enforce consistent and accurate time entry and data logging practices across all required project management tools and platforms.
- Conduct weekly reviews of time entry compliance, flagging discrepancies and working directly with team members to resolve them promptly.
- Partner with PMO Leaders and cross-functional stakeholders to maintain data integrity standards that support accurate reporting and forecasting.
- Develop and communicate clear expectations around tool usage, providing guidance and training to close knowledge or behavior gaps.
Performance Management & Accountability- Establish clear performance expectations aligned with team KPIs and PMO standards, ensuring all team members understand success criteria.
- Document and address performance gaps in a timely, consistent, and constructive manner, leveraging structured feedback frameworks.
- Partner with Director and Human Resources Business Partner on formal performance reviews, performance improvement plans (PIPs), and recognition initiatives.
- Model and reinforce a culture of ownership and accountability, setting the standard for professional conduct and quality of work.
Coaching & Team Development- Provide ongoing coaching and mentorship to team members, supporting their growth in project management skills, customer communication, and professional effectiveness.
- Identify skill gaps and collaborate with PMO Directors to create development plans, learning opportunities, and stretch assignments.
- Recognize and celebrate individual and team achievements to foster engagement and retention.
- Support onboarding of new team members, ensuring a structured and consistent ramp experience grounded in PMO SOP/best practices.
Stakeholder Communication & Collaboration- Maintain open communication with cross-functional partners including Sales, Product, and CX leadership to support seamless project delivery.
- Represent the team in operational meetings, providing accurate status updates, surfacing risks, and advocating for resources as needed.
- Escalate systemic issues, tooling concerns, or process barriers to Senior PMO leadership with recommended solutions.
Reporting & Metrics- Track and report on team-level performance metrics including SOP compliance rates, time entry accuracy, project milestone adherence, and customer satisfaction indicators.
- Contribute to quarterly business reviews by preparing team performance summaries and analysis for Director review.
- Assist in facilitating project retrospectives, capturing lessons learned, and driving actionable process improvements.
Who You Are - Strong understanding of project management methodologies with the ability to apply them consistently in a customer-facing implementation environment.
- Demonstrated ability to lead, motivate, and hold accountable a team of individual contributors in a performance-driven setting.
- High attention to detail with a track record of enforcing data accuracy, process compliance, and quality standards.
- Clear and direct communicator with the ability to deliver feedback constructively and navigate difficult conversations professionally.
- Analytical mindset capable of identifying patterns in team performance data and translating findings into actionable coaching or process changes.
- Proficiency with project management tools, CRM platforms (e.g., Salesforce), and productivity suites (e.g., Google Suite); experience with time-tracking and resource management software preferred.
- Ability to manage competing priorities effectively in a fast-paced, high-growth SaaS environment.
- Collaborative team player with the ability to build trust across functions and levels of the organization.
Experience You Bring - Bachelor's degree preferred, or equivalent work experience.
- 3+ years of experience in project management, customer implementations, or a related field within a SaaS or technology environment.
- 1-2 years of formal or informal people leadership experience (team lead, lead PM, supervisor, or equivalent); direct supervisory experience preferred.
- Proven track record of holding teams accountable to process and performance standards.
- Experience with Salesforce, Google Suite, and ClickUp strongly preferred.
- PMP certification a plus.
Not Required, but Nice to Have- Experience/exposure to the healthcare ecosystem
#LI-HybridWhat's In It For YouWe offer a comprehensive total rewards package to support our full-time employees and their family's day-to-day needs, well-being and major life events, which includes:
- Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
- Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
- Paid parental leave for birth, adoption or permanent placement
- 401(k) with company match
- Options to work in a hybrid-working model or remotely from home, depending on the position
- Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more
