Director, PMO

This position is listed on behalf of a partner company, who manages all applications and next steps. 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. The role combines strategic leadership, operational governance, customer engagement, and complex program delivery. You will lead a multidisciplinary organization and establish consistent methodologies, standards, and performance practices across professional services engagements. A key part of the position is protecting customer relationships by taking ownership of critical escalations and driving effective resolution. You will partner with senior executives, strategic customers, and cross-functional teams in a complex global matrix environment. The role also emphasizes data-driven delivery management, resource optimization, forecasting, and continuous operational improvement. This is an opportunity to shape regional delivery strategy while directly influencing customer satisfaction, business performance, and team development.

Accountabilities:: 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.

Requirements:

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.

Benefits:

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.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1