Senior Manager- Customer Implementations- Project Management Office

BUILD A BETTER CAREER WITH MSC

Serving customers and our community starts with the best people doing their best work. That is precisely what we have created at MSC Industrial Supply Co. We are a leading North American distributor of metalworking and maintenance, repair, and operations (MRO), products and services. We offer more than 2 million products and have over 80 years of experience across dozens of industries. We aim to execute our Built to Make You Better brand promise for all our stakeholders, including our associates.

Requisition ID : 18144

Employment Type : Full Time

Job Category : Commercial Ops & Excellence

Work Location : Davidson, NC (CSC)

BRIEF POSITION SUMMARY:

The MSC leader for the Customer Implementation PMO is a senior project management office professional responsible for overseeing the project lifecycle of customer implementations within the organization, ensuring smooth transition and successful adoption of products or services by coordinating cross-functional teams, managing project timelines, risks and budgets while maintaining a strong focus on customer satisfaction and meeting their specific needs throughout the implementation process. The Customer Implementations PMO leader is critical to MSC by ensuring successful implementation of MSC solutions in support of time to revenue and sales growth.

DUTIES AND RESPONSIBILITIES:

The Customer Implementation Project Management team is expected to:

• Lead the planning and execution of customer implementation projects from initiation to postimplementation support, including defining project scope, timelines, milestones, and deliverables.

• Collaborate with sales, customer success, and technical teams to gather detailed customer requirements and translate them into actionable project plans.

• Manage project dependencies, critical paths, and resource allocation to ensure timely delivery.

• Build and maintain strong relationships with key customer stakeholders throughout the implementation process, including project sponsors, decision-makers, and end-users.

• Proactively communicate project progress, risks, and potential issues to stakeholders through regular status updates and meetings.

• Address customer concerns and manage expectations effectively.

• Identify potential risks early on and develop mitigation strategies to minimize project impact.

• Proactively escalate critical issues to relevant stakeholders and manage resolution plans.

Monitor project performance against key metrics and implement corrective actions when necessary.

The PMO Leader will:

• Assemble and lead cross-functional implementation teams, including project managers, solutions consultants, and customer success representatives.

• Foster a collaborative team environment, providing guidance, mentorship, and performance feedback to team members.

• Continuously evaluate and optimize customer implementation processes to improve efficiency, quality, and customer satisfaction.

• Own the PMO suite of tools within Salesforce environment and develop customer facing reporting on implementation status at the location, division, and enterprise levels.

• Identify areas for improvement and implement best practices across the PMO.

• Develop comprehensive project reports and dashboards to track key performance indicators (KPIs) and provide insights into project health and customer satisfaction.

• Analyze implementation data to identify trends and areas for improvement.

• Perform all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct.

• Drive the MSC Culture in the department and throughout the company to ensure unity of purpose and fulfillment of MSC’s Mission.

• Participate in special projects and perform additional duties as required.

QUALIFICATIONS:

What You Need:

• Bachelor’s degree in business, project management, or a related field. Master’s degree in business administration (MBA) or equivalent preferred.

• PMP, PgMP, or equivalent certification is required.

• 10 years of experience in project management, with a focus on customer implementations.

• 5 years’ experience leading a customer implementation PMO team.

• 5 years’ experience in supply chain, sales, or commercial operations.

SKILLS FOR SUCCESS:

• Proven track record of successfully leading and managing large teams and complex projects.

• Strong customer focus and leadership capabilities to motivate and guide project teams towards successful outcomes.

• Strong leadership and team management skills, with the ability to motivate and inspire cross-functional teams.

Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with customers and stakeholders at all levels within the organization.

• Proficiency in project management software and tools, such as Microsoft Project, Excel, and Salesforce.

• Strong problem-solving and decision-making skills, with the ability to think strategically and analytically.

• Ability to work in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Bonus Points If You Have:

• Experience in the industrial supply or manufacturing industry.

• Experience in developing a Lean environment and standard work.

• Working knowledge of change management methodologies (the people side of change).

Other Requirements:

• A valid driver’s license may be required.

• Position may require up to 25% of travel

• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

*INDICATES ESSENTIAL DUTIES:

To perform this job successfully an associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, experience level and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.

Compensation starting at $109340 – $171820 / year and up, dependent on experience.

The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

WHY MSC?
People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 80 years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500 team members achieve their potential.

OUR COMMITMENT TO YOU
Our associates are our top priority and investing in their well-being is one way we execute our Built to Make You Better brand promise. Alongside competitive pay, we have a comprehensive benefits program to support you and your family's health, well-being and financial future. We offer dynamic healthcare plans, generous 401K and stock purchasing programs, tuition reimbursement opportunities, and paid time away for holidays, vacations, and illness. Visit our page for a better look at our extensive benefits: Your Future Benefits.

You will also have the opportunity to join our Associate Inclusion Circles: Women, Pride, Black, Generational, Veterans, HOLA, and Able. These circles are open to all associates and are designed to promote awareness, collaboration, and respect.

EQUAL EMPLOYMENT OPPORTUNITY STATEMENT
At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. Accommodation requests can be made at any stage of the recruitment process; applicants are asked to make their needs/requirements known.