ESA - Electronic Security Association

Director, PMO – Digital & Customer Experience

ESA - Electronic Security Association

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York, North Carolina

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Salary

💰 $176,957 - $264,000 per year

Job Level

Lead

Tech Stack

PMP

About the role

  • Establish and lead the PMO function for the DX/CX organization, including governance frameworks, reporting standards, and delivery methodologies (Agile, Hybrid, or Waterfall)
  • Define and manage portfolio-level roadmaps, prioritization processes, and resource planning across digital and customer experience programs
  • Oversee the execution of strategic digital initiatives including eCommerce, customer portals, personalization, CRM, and omnichannel experiences
  • Ensure projects are delivered on time, within scope, and within budget while meeting business objectives and customer expectations
  • Partner with senior leaders across Product, IT, Marketing, Sales, and Operations to align on priorities, dependencies, and business outcomes
  • Act as a trusted advisor to executive leadership, providing visibility into program health, risks, and opportunities
  • Build, mentor, and lead a high-performing team of program and project managers
  • Foster a culture of accountability, continuous improvement, and customer-centric delivery
  • Develop KPIs and dashboards to track program performance, value realization, and customer impact
  • Drive transparency and data-driven decision-making across the portfolio

Requirements

  • 10+ years of experience in program/project management
  • At least 5 years in a leadership role within a digital or customer experience-focused organization
  • Proven success managing large-scale digital transformation programs in a matrixed, global environment
  • Exceptional communication, leadership, and stakeholder management skills
  • Strong understanding of digital platforms (eCommerce, CMS, CRM, analytics, etc.) and customer experience best practices
  • Experience in Agile, SAFe, and/or hybrid delivery methodologies
  • PMP, PgMP, or Agile certifications required
  • This position is not eligible for US visa sponsorship
  • Ability to influence at varying levels across the organization (preferred)
  • Operational excellence and business acumen (preferred)