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Senior Director, PMO & IT Strategy

Palo Alto

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 cross-functional steering committees and executive reporting cadences, ensuring leadership has clear visibility into progress, risks, dependencies, and business impact.
  • Lead UAT planning and execution frameworks, including multi-week onsite/virtual UAT cycles, charters, communication plans, and tester enablement for major releases.

 

Background

Required:

  • 10+ years of experience in Enterprise Applications, IT Strategy, or Program Management, including at least 5 years in senior leadership.
  • Proven track record of leading enterprise-level application transformation programs (Salesforce, CPQ, Zuora, NetSuite, AI).
  • Strong expertise in portfolio governance, KPI dashboards, Jira/Confluence automation, and executive stakeholder engagement.
  • Demonstrated success bridging business and technology strategy to drive operational excellence and measurable outcomes.
  • Proficiency in UAT orchestration and cross-functional delivery in hybrid onsite/remote environments.
  • Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field.

Preferred:

  • MBA or advanced degree in Business or Technology.
  • Certifications such as PMP, PMI-PMOCP, ITIL, or Agile credentials.

 

Pay Range (Base Pay): $170,000 - $256,000

Other Types of Pay: Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. 

Health Insurance: Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP).

Retirement Benefits: 401(k) plan

Paid Time Off: Talkdesk offers an uncapped paid time off program, subject to manager approval and consistent with business needs. 

Paid Holidays: Talkdesk offers 14 paid holidays each year. 

Paid Sick Leave: Employees have uncapped paid time off, subject to manager approval and consistent with business needs. 

Method of Application: Apply online.

Application Window: The application window is expected to close at least 10 days from the posting date.

All questions or concerns about this posting should be directed to the Talent team at People.Support@talkdesk.com.

 

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.

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