Senior Manager, Project Management Office

TL;DR

Senior Manager, Project Management Office (PMO): Lead the regional project management team within North, overseeing project execution aligned with organizational objectives and driving customer experience improvements with operational efficiency. Focus on building and implementing project methodologies, owning Book-to-Revenue for closed PS booking deals, and designing service delivery models while managing high-performing teams and critical escalations.

Location: Amsterdam (Flexible)

Company

hirify.global delivers AI-powered experience orchestration to help organizations create better customer experiences at enterprise scale.

What you will do

• Lead a team of project or program managers by setting direction, overseeing planning, and ensuring successful execution.
• Own Book-to-Revenue for closed PS booking deals and step into accounts for escalations or executive attention.
• Define and execute strategic and tactical plans to ensure customer experience, business processes/metrics, and staffing meet evolving needs.
• Contribute to designing and implementing Premise and Cloud hirify.global Care Offers for direct and partner relationships.
• Establish and evolve KPIs and benchmarks, and run improvement programs to close gaps identified via KPI measures.
• Represent Customer Success during pre-sales cycles and RFP responses as required, and ensure contractual obligations are delivered with effective resource allocation.

Requirements

• 7–10 years of relevant experience managing customer-facing, business or technical teams in a fast-paced environment.
• Certified (or equivalent experience) in project methodologies.
• Experience delivering in both Cloud-based and Premises delivery models.
• 20%+ travel required.
• Excellent written and verbal communication skills; ability to negotiate, manage conflict, and build trust with internal and external stakeholders.
• Knowledge of best practices in contact center and communications industry to deliver experience as a service.

Nice to have

• Ability to engage at Director and C-level and credibility with customers and partners.
• Experience creating and implementing methodologies and developing leaders and CX champions.

Culture & Benefits

• Flexible-first ways of working and regionally tailored programs.
• Paid volunteer time and “August Free Fridays”.
• Well-being resources and support for learning, mentorship, and leadership development.
• Remote hiring and onboarding processes were used during Covid-19, with ongoing office re-evaluation.

Hiring process

• Application review by Talent Acquisition, followed by a Zoom interview if background aligns.
• Interviews with the hiring manager and interview team; up to five interviews in most cases.
• Follow-up with final steps after interviews, with response times varying by role and location.