Director, PMO

Our partner is looking for a Director, PMO based in Brazil. This is a senior leadership opportunity overseeing PMO and delivery execution across the Caribbean and Latin America region.

• Own critical delivery and customer escalations, acting as the senior point of contact and driving timely, effective resolutions while maintaining stakeholder confidence.
• Develop and implement the regional PMO and delivery strategy, including governance frameworks, methodologies, standards, and best practices.
• Establish consistent delivery practices across professional services engagements to improve quality, efficiency, predictability, and customer outcomes.
• Oversee complex, high-value enterprise programs, ensuring delivery remains on time, within scope, and within budget across multiple disciplines.
• Lead and develop a multidisciplinary regional delivery organization, fostering accountability, problem-solving, customer advocacy, and high performance.
• Oversee hiring, performance management, coaching, mentoring, and professional development of delivery leaders and team members.
• Lead business reviews with strategic customers, presenting delivery performance, risks, opportunities, and strategic recommendations.
• Serve as a trusted strategic advisor to internal and external stakeholders, aligning delivery execution with broader business objectives.
• Develop executive dashboards and reporting mechanisms covering critical accounts, delivery health, risks, resource utilization, and escalations.
• Build strong relationships with key customers and establish proactive approaches to issue management and long-term customer success.
• Drive continuous improvement initiatives focused on operational processes, team efficiency, delivery quality, and customer outcomes.
• Implement delivery tracking and reporting systems to provide real-time visibility into project status, resource allocation, and risks.
• Leverage BI tools and data analytics to strengthen decision-making, resource planning, and delivery predictability.
• Operate effectively across organizational, functional, and geographic boundaries within a global matrix structure.
• Forecast and communicate non-recurring Professional Services revenue recognition to senior services leadership.

• Bachelor's degree or equivalent professional experience.
• At least 12 years of experience within software, systems integration, technology services, professional services, customer experience, or contact center environments.
• At least 8 years of demonstrated leadership experience, including performance management and development of professional services teams.
• Proven experience leading large-scale global enterprise deployments, particularly environments supporting 5,000+ seats.
• Extensive experience managing complex project portfolios for large enterprise customers.
• Demonstrated success leading globally distributed teams using hybrid onshore/offshore delivery models.
• Strong business acumen and consulting mindset, with the ability to connect project execution to strategic business objectives.
• Proven ability to take full ownership of complex escalations and resolve challenging issues while maintaining stakeholder and customer confidence.
• Exceptional written, verbal, interpersonal, and executive communication skills.
• Strong relationship-building and influencing abilities, including experience engaging with C-suite stakeholders.
• Excellent team leadership, customer management, and technical understanding.
• Experience establishing performance goals, KPIs, and metrics to measure strategic and operational success.
• Ability to collaborate effectively across organizational, functional, and geographic boundaries.
• Experience working in SaaS, CCaaS, CX, enterprise platforms, or related technology environments is preferred.
• Experience delivering customer engagement solutions for large enterprises is an advantage.
• Active PMP or equivalent project management certification is preferred.
• A Master's degree in Business Administration is a plus.
• Fluency in English, Spanish, and Portuguese is preferred.
• Successful completion of applicable employment and background screening requirements may be required.

• Fully remote position based in Brazil.
• Senior leadership role with regional and global scope.
• Opportunity to lead multidisciplinary teams across multiple countries and functions.
• High visibility with senior executives and strategic enterprise customers.
• Opportunity to influence PMO governance, delivery strategy, operational efficiency, and customer outcomes.
• Exposure to complex global enterprise technology and professional services programs.
• Strong opportunities for leadership development, mentoring, and strategic impact.
• Collaborative, multicultural, and geographically distributed working environment.