The Manager - Implementations PMO is a critical Customer facing leadership position at Invoice Cloud. Our Manager - Implementations PMOs manage all aspects of solution delivery to customers from post sales engagement to production hand off with customer support. 

This role will be responsible for project management team leadership, evolving our project management methodology, governance, and execution. 

The Manager - Implementations PMO will work across the organization with Sales, Engineering, Product, and Leadership to align resources to ensure InvoiceCloud continues to be an execution leader in the market.  

This role must use skills such as customer management, presentations, project management, technical acumen, and professional experience with applicable technology and regulations to complete all assigned integrations efficiently. 

Outcomes First 30 days

Assess the current situation of the Implementations team and build a framework as follows: 

• Gain a complete understanding of the IC solution by attending new employee training.
• Gain a complete understanding of the IC internal systems used in Ops and IT and particularly those used by the Implementations team.
• Talk to the leaders of the Implementation, Integrations IT and IT to ascertain competencies, weaknesses and holes in the people, tools and processes.
• Interview all Project Managers to understand their background, education and experience. 
• Gain an understanding of the current status of the people and processes. 
• Review current stats in performance and productivity for the Implementations team.
• Review KPIs for the team.
• Provide a high-level overview of the Implementations team, including strengths, weaknesses and areas for improvement

Outcomes First 90 days

• Establish a short list, in priority order, of at least 10 key high value things/items we can do to improve the performance and productivity of the team.
• Determine if adjustments are needed for departmental goals and KPIs.
• Review current staffing and determine if the number of employees is adequate to meet the companys goals.
• Provide a list of the top 5 impediments that prevent Project Managers to be more successful. Propose solutions.
• Review current processes shared between Solutions Engineering, Integrations, Implementations IT -OPS that affect client satisfaction.  Define areas of improvement and action items.  These processes include but are not limited to: Project Management Framework, Change Control, Quality control, Departments Processes, and Post Implementation support.

Outcomes First 180 Days

• Deploy new agreed upon processes to improve efficiency.
• New tools/systems that allow the Implementation team to be more efficient are deployed.
• Staffing needs defined and completed according to plan.
• Major initiatives are defined and have an action plan.  
• New Project Management model is in place.
• New Quality process is in place
• Educational PM plan is created in collaboration with the Training department.

Ongoing

• Production of weekly/quarterly/annual management reporting
• Prepare reports for the Board
• Project Managers surveys satisfaction above 4
• Employee retention >90%
• Metrics for Quality, Go-live Time, Implementation defects and other key performance indicators show improvement. 
• Implement and manage project execution with effective reporting, governance, and controls. 
• Develop organizational capabilities that address needs today and strategically position for success as we grow. 
• Effectively forecast delivery timelines and deliver on organizational goals
• Maintain consistent communication with customers, partners, and internal stakeholders
• Maintain an excellent relationships and open line of communication with IT, sales, billers, software partners and all members of the Operations team.
• Proactively pursue process and technology improvements that benefit our customers, employees, and business. 
• The candidate must use excellent interpersonal relationships with clients, internal IT resources, sales team members and software partners to remove any impediments that may prevent a client from going live
• Travel as necessary (~10%)

What We Seek:

• Prior experience leading Project Management Office
• Expert level knowledge in modern project methodologies such as PPM, Prince2, Agile. 
• Experience in quality environments using TQM, SixSigma, CMMI or similar.
• Experience delivering Consumer Finance, Payments, or Insurance Policy Management software. 
• 5-7 years of experience in technical project management delivering software to customers. 
• Experience in a regulated environment (PCI, Insurance, HIPAA, etc)
• Customer driven, results oriented, focused 
• Outstanding verbal, written, presentation and interpersonal skills are required with a great attention to detail
• Self-starter with a demonstrated ability to achieve results as part of an effective team, and ability to effectively prioritize and multi-task under deadlines.
• Excellent time management, organizational and planning skills
• Experience using standard MS Office tools.