Job Description

Senior Manager, PMO

Position Summary

The Senior Manager, PMO is responsible for leading the Project Management Office supporting the hearing aid retail business, with accountability for planning, governance, execution, and delivery of growth driver initiatives and cross-functional projects across North America. This role leads a team of project management professionals who partner with business leaders, Retail Operations, Managed Care, Marketing, Contact Center, Finance, IT, and other stakeholders to ensure initiatives are clearly prioritized, effectively resourced, and delivered on time with measurable business outcomes. The Senior Manager, PMO serves as a strategic business partner and execution leader, ensuring technology-enabled and system-related projects remain business-led, operationally practical, and aligned to field and customer needs rather than driven solely by technical priorities.

Responsibilities & Duties

• Lead the PMO function supporting hearing aid retail growth, operational execution, and enterprise transformation initiatives.
• Build, lead, and develop a high-performing team of project managers responsible for managing strategic growth driver initiatives and cross-functional projects.
• Establish and continuously improve PMO standards, project governance, delivery frameworks, tools, templates, and operating rhythms that drive consistency, transparency, and accountability.
• Lead portfolio governance processes, including project intake, prioritization, sequencing, approval frameworks, portfolio reviews, and executive-level reporting.
• Partner with business leaders to translate strategic priorities into actionable project plans, milestones, resource needs, risk plans, and measurable success metrics.
• Oversee delivery of high-impact initiatives across Retail Operations, Managed Care, Marketing, Contact Center, Finance, Training, HR, IT, and other functions.
• Ensure business ownership of technology-enabled and system-related projects by aligning requirements, process design, change readiness, testing, training, adoption, and operational outcomes to business needs.
• Serve as a key liaison between business teams and IT, ensuring IT partners are engaged appropriately while project direction, prioritization, and requirements remain grounded in business strategy and field execution needs.
• Monitor project performance, risks, dependencies, budgets, timelines, decisions, and issue resolution to ensure predictable delivery and timely escalation when needed.
• Develop executive dashboards, status reporting, KPIs, and portfolio analytics that enable data-driven decision-making and organizational transparency.
• Lead resource planning and capacity discussions to support realistic prioritization, effective sequencing, and sustainable execution across business and technical teams.
• Support change management planning, stakeholder communication, training coordination, and adoption tracking to ensure initiatives are implemented successfully in the field.
• Drive continuous improvement in project delivery capabilities, PMO maturity, governance discipline, and cross-functional execution effectiveness.
• Coach project managers and business stakeholders on project management best practices, business case development, risk management, and execution discipline.
• All other duties as assigned.

Job Qualifications

Education:

• Bachelor's degree in Business, Operations, Healthcare Administration, Management, Information Systems, Project Management, or a related field.

Work Experience:

• 8+ years of progressive experience in project management, program management, business transformation, retail operations, or related disciplines.
• 3+ years of experience leading project managers, project teams, or cross-functional workstreams.
• Experience managing complex, cross-functional initiatives in matrixed organizations with both business and technical stakeholders.
• Experience partnering with IT on system implementations, business requirements, user acceptance testing, change readiness, training, and adoption planning.
• Experience supporting or improving project governance, project intake, prioritization, status reporting, risk management, and delivery standards.
• Healthcare, hearing care, retail healthcare, managed care, multi-site operations, or field operations experience preferred.

Key Skills Required:

• Strong project and program management expertise with the ability to drive execution across multiple priorities.
• Business-first mindset with the ability to challenge, clarify, and translate operational needs into practical project plans and system requirements.
• Ability to partner effectively with IT while ensuring system-related initiatives remain grounded in business objectives, field workflows, and operational outcomes.
• Excellent stakeholder management, influencing, facilitation, and relationship-building skills across business and technical teams.
• Strong communication skills, including the ability to prepare clear status updates, decision materials, dashboards, and risk summaries for senior leaders.
• Ability to lead through ambiguity, manage competing priorities, identify dependencies, and escalate decisions appropriately.
• Strong business acumen with the ability to connect project execution to revenue growth, operational performance, clinic productivity, customer experience, and field adoption.
• Experience with PMO or project management tools such as Smartsheet, Jira, Planview, OnePlan, Microsoft Project, Power BI, or similar platforms preferred.
• PMP, Prosci, Lean Six Sigma, or related project, program, or change management certification preferred.
• Continuous improvement mindset with a focus on accountability, practical execution, measurable outcomes, and scalable ways of working.