Senior Director, PMO & IT Strategy

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

The Senior Director, PMO & IT Strategy leads enterprise-wide program management, strategic planning, and transformation initiatives across the Global Business Systems & Technology organization. This role ensures IT and Enterprise Applications investments deliver measurable business outcomes, accelerate automation and AI-driven initiatives, and support secure, scalable operations.

Reporting to the CIO, this leader partners closely with Finance, GTM, and cross-functional executives to shape the technology roadmap, oversee a complex portfolio of enterprise applications and transformation programs, and build a high-performance PMO practice with strong governance, delivery frameworks, and KPI-driven scorecards.

Key Responsibilities

Strategic Leadership

• Serve as a key advisor to the CIO on technology strategy, enterprise applications, and finance transformation initiatives (e.g., AI-driven automation, Account Hierarchy transformation, and Salesforce CPQ, Zuora, NetSuite programs).
• Lead annual and multi-year IT & Enterprise Apps roadmap development, intake, prioritization, and budget planning cycles in alignment with corporate OKRs.
• Drive portfolio scorecards and executive dashboards to track ROI, delivery performance, and strategic alignment.
• Identify opportunities to leverage AI, automation, and process optimization to accelerate business value and operational scalability.

Program Management Office (PMO)

• Scale and lead a 7-member PMO team of Project Managers, Scrum Masters, Technical Writers, and Analysts responsible for 70+ projects annually across EA & PMO portfolios.
• Build and operationalize PMO Services Maturity frameworks, including governance playbooks, portfolio KPIs, Jira/Confluence templates, and standardized UAT processes.
• Oversee cross-functional transformation programs—from AI-enabled modernization to Account Hierarchy UAT—ensuring alignment with strategic priorities, budget, and delivery timelines.
• Introduce and refine agile delivery practices and phase-gate governance that balance flexibility, control, and business stakeholder engagement.

Operational Excellence & Governance

• Implement intake-to-delivery investment governance, partnering with Finance and Enterprise Architecture to ensure resource and budget optimization.
• Champion risk management, change control, compliance, and audit-readiness across enterprise technology programs.
• Build KPI-driven dashboards and scorecards to monitor portfolio health, escalate risks early, and highlight value realization to executive stakeholders.

 

Leadership & Team Development

• Mentor, coach, and expand a high-impact PMO team, fostering a culture of accountability, transparency, and continuous improvement.
• Establish <