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About the Role

You will own the methodology, tooling, standards, and accountability frameworks for BuildOps' enterprise customer implementations. This role is designed to address gaps in service organizations such as inconsistent handoffs, lack of escalation playbooks, and preventable churn.

Responsibilities

• Build and govern the PS delivery methodology.
• Define and maintain the implementation framework, including phases, milestones, go/no-go criteria, and sign-off standards for all customer segments.
• Ensure methodology is documented, version-controlled, and consistently adopted across the delivery team.
• Own the PS portfolio view and health reporting.
• Maintain a real-time view of all active implementations, including stage, health score, risk flags, and projected go-live dates.
• Produce weekly and monthly reporting for PS leadership and cross-functional stakeholders.
• Design and enforce the escalation framework, including a tiered model for escalating accounts.
• Define triggers, SLAs, and DRI accountability at each tier of the escalation model.
• Lead the post-implementation RCA program, owning the process for contract rejections and high-risk churns.
• Ensure learnings from RCAs are fed back into the delivery methodology and playbooks.
• Drive PS tooling and process infrastructure, owning the configuration and adoption of PS tools.
• Ensure implementation managers and customer success managers spend time on customers, not administrative overhead.
• Build and maintain implementation playbooks by customer type, keeping them updated with current product capabilities and learnings.

Requirements

• 5+ years in a Professional Services, Customer Success, or Implementation leadership role at a B2B SaaS company.
• Direct experience building or owning a PMO or delivery methodology function.
• Proven track record managing complex, multi-stakeholder implementations involving ERP or accounting integrations.
• Strong analytical skills; ability to build and explain portfolio health dashboards.
• Experience designing escalation frameworks and churn intervention playbooks.
• Exceptional written and verbal communication skills; ability to navigate ambiguity and drive consensus.
• Proficiency with Salesforce and at least one implementation or project management tool.

Skills

• Salesforce
• Gainsight
• Project tracking tools
• ERP integrations
• Customer Success platforms
• RCA methodologies

Location

• Los Angeles
• San Francisco
• Toronto
• Raleigh
• Remote (US, excluding specific states)

Work Type

• Hybrid
• Remote

Experience Level

• 5+ years

Education Level

• PMP, PgMP, or equivalent project management certification (Nice-to-Have)

Salary/Compensations

• $124,000 – $155,000 base salary range + annual bonus + meaningful equity

Benefits

• Generous equity grant
• Comprehensive benefits package
• Flexible PTO
• Hybrid work schedules
• One-time work-from-home allowance
• Lunch provided for in-office days
• Company events and team-building activities
• Opportunities for growth and career advancement

About the Company

• BuildOps is on a mission to modernize the trades by building the only all-in-one management platform designed specifically for commercial contractors.
• We help our customers operate more efficiently, connect their teams, and deliver world-class service to their clients.
• BuildOps is the largest commercial trade platform in the country, transforming the multi-billion dollar commercial contracting industry.
• We are backed by industry-leading investors and have achieved a $1 billion valuation and significant funding.
• Our platform equips contractors with AI-driven tools to boost efficiency and profitability.

Equal Opportunity

• BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
• BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.