• Leading and scaling the Project Management organization, growing the team from ~6 to 20+ FTEs as the business scales from 8 to 9 figures in revenue. • Developing a rigorous and flexible headcount forecast taking into account projects of varying complexity. • Owning customer experience outcomes, including CSAT (target 4.8+), responsiveness SLAs, and end-to-end customer satisfaction. • Designing and implementing the operating model for customer experience and project execution at scale. • Developing standardized playbooks for customer onboarding, project execution, escalation management, and communication working alongside our sales, project management, and CRM team. • Partnering cross-functionally with Sales, Operations, Product, Engineering, and Supply Chain to deliver a seamless customer journey. • Establishing performance management frameworks, metrics, and dashboards to track team effectiveness and customer outcomes. • Acting as the escalation owner for complex or high-impact customer issues. • Continuously improving processes, tooling, and training to increase efficiency without compromising service quality. • Onboarding all new Project Managers and creating the Onboarding experience.