Senior Manager, Project Delivery for Professional Services

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description Summary:

The Senior Manager, Project Delivery is responsible for leading and developing a team of customer-facing project managers to ensure the successful execution of customer projects. This role plays a critical part in driving project delivery excellence, optimizing resources, and ensuring high-value customer outcomes. By working closely with the CSE Director, Project Management Office, this leader will set team goals, provide strategic direction, and implement best practices to enhance team efficiency and project success.

The role requires strong leadership, operational expertise, and a customer-centric mindset to ensure projects align with business objectives and deliver exceptional value. This includes guiding project managers in handling customer escalations with a problem-solving mindset, ensuring resolutions align with Rocket’s values and maintain strong customer trust. The Senior Manager will oversee project escalations, manage workloads, and develop structured training programs to continuously grow and mentor project managers. Additionally, this leader will provide guidance to the team in delivering exceptional customer experiences while embracing and modeling Rocket’s core values of Empathy, Humanity, Trust, and Love in all interactions and engagements. This includes supporting project managers in effectively managing customer escalations, ensuring that issues are addressed swiftly, transparently, and with a customer-first approach grounded in Rocket’s values.

Key Responsibilities

Project Delivery Excellence & Customer Experience

• Ensure project managers deliver exceptional customer outcomes by being a driving force and voice for the customer inside Rocket.
• Collaborate with Delivery Engineering Leadership to optimize time to value for Rocket customers.
• Guide the team to deliver high-quality, on-time, and on-budget projects that enhance customer satisfaction, the customer experience, and project success.
• Implement best practices that drive accelerated time-to-value, resource optimization, and efficient project scheduling.
• Hold project managers accountable for proactively managing risks, resolving issues, and maintaining strong customer communication.
• Develop and document customer experience stories that highlight clear project outcomes, enabling knowledge sharing and best practices within Customer Solutions Engineering (CSE).
• Promote continuous improvement by integrating lessons learned and customer feedback into project methodologies.

Revenue Optimization & Portfolio Management

• Collaborate with the Functional Leadership team to optimize revenue recognition across the portfolio and ensure compliance with revenue recognition principles.
• Identify and address potential revenue recognition blockers within the project portfolio.
• Lead cross-functional discussions on project escalations, finding solutions to optimize project leadership through creative problem-solving and effective decision-making.
• Develop and implement metrics and monitoring systems to track project KPIs and portfolio performance.

Operational Excellence & Process Transformation

• Design and implement scalable project delivery methodologies aligned with business goals and the direction of the Director of the CSE PMO
• Lead process improvement initiatives to enhance efficiency, resource utilization, and project governance.
• Establish systems to monitor and continuously improve operational performance.

Team Leadership & Development

• Mentor and coach project managers to enhance their leadership and delivery capabilities.
• Guide project managers in handling customer escalations with a problem-solving mindset, ensuring resolutions align with Rocket’s values and maintain strong customer trust.
• Develop and implement career development plans for team members.
• Drive a culture of continuous learning, fostering knowledge sharing across teams.
• Implement coaching frameworks to support exceptional customer experiences and project outcomes.

Cross-Functional Collaboration

• Partner with Account Executives during project delivery to keep them informed on progress, collaborate on customer challenges, and seek their support in resolving key issues.
• Collaborate with Product Development to align project execution with the product roadmap.
• Work closely with Customer Success Management, Product Engineering, and Delivery Engineering to ensure seamless customer engagements.
• Facilitate communication between technical and business stakeholders, d