Senior Project Manager

How You’ll Support Our Mission

Reporting to the Manager, Customer Experience PMO, you will be an integral part of our implementation team. In this customer-facing role, you will be responsible for planning, executing, and evaluating large scale Healthcare implementation projects according to proposed timelines and budgets. You will assign duties, manage, and provide feedback to project team members. You have the proven ability in working with cross-functional teams and with customers to drive clear priorities and requirements for executing against the product roadmap. You are responsible for providing Project Management services and leadership, industry insight, and product knowledge to the customer.

The successful candidate is passionate about building relationships with customers and will manage them through all aspects of a project life cycle as you balance technology and business goals to define customer solutions. The individual will also work with customers to facilitate meetings, workshops, and product seminars as well as participate in demonstrations and presentations for customers, tradeshows, and user groups.

What You’ll Be Doing - the day to day

• Strategic Project Oversight: Develop, maintain, and optimize project plans and schedules while ensuring alignment with broader business goals. Engage with executives and key stakeholders to drive strategic initiatives.

• Executive Stakeholder Management: Serve as the primary point of contact not only for customers but also for senior leadership, providing insights on project health, risks, and opportunities.

• Risk & Issue Resolution at Scale: Proactively identify and mitigate implementation risks across multiple projects, ensuring smooth execution. Lead risk management strategies and develop contingency plans for complex or high-impact projects.

• Performance Metrics & Continuous Improvement: Define, measure, and monitor project KPIs, ensuring deliverables exceed customer expectations. Leverage analytics to drive process improvements and efficiency.

• Cross-Functional Team Leadership: Collaborate with and influence internal teams (Product, Development, Testing) across global locations. Facilitate cross-functional alignment on priorities and resource allocation.

• Industry Expertise and Consultation: Serve as a trusted advisor by applying deep knowledge of EMS, fire and/or hospital operations to guide customers through complex implementation and change management decisions.

• Strategic relationship management: Builds and sustains trust-based relationships with customer executives and internal partners alike, using that credibility to influence direction and resolve conflict before it escalates. Provide strategic guidance to optimize customer onboarding and long-term success.

• Team Leadership & Mentorship: Lead and mentor project managers and junior team members, fostering professional growth and knowledge-sharing. Set best practices and coach teams on project management methodologies.

• Process Optimization & Best Practices: Continuously evaluate and refine project management frameworks to enhance efficiency, scalability, and customer satisfaction. Champion the adoption of industry best practices.

• Advanced Reporting & Communication: Provide in-depth dashboard reporting on project portfolio performance, trends, and risks. Present findings and recommendations to senior leadership and executive teams.

• Global Customer Engagement & Travel: Represent the company at customer sites, executive meetings, and industry events. Drive high-value engagements and build long-term client relationships, including international travel when required.

Who You Are - the essentials (Some of the things required to be successful in the role): 

• 10+ years of experience in Project Management, including leading cross-functional teams.

• Experience within healthcare, EMS, Fire or public safety-related industries is strongly preferred.

• Proven experience managing and mentoring project teams, providing guidance, performance feedback, and professional development.

• Formal training in Project Management (e.g., PMP) and/or deep expertise in project management methodologies (Agile, Waterfall, Hybrid).

• Advanced written and verbal communication skills, with experience presenting to executive stakeholders.

• Strong customer-facing experience, including stakeholder management and expectation setting.

• In-depth knowledge of the software development lifecycle, with experience overseeing complex implementations.

• Proven ability to drive alignment across teams, own the path forward, manage a wide range of stakeholder personas and ensure timely delivery of key milestones.

• Demonstrated leadership, strategic thinking, and analytical problem-solving skills.

• Proficiency with project management and collaboration tools, including Zendesk, Monday.com, Rocketlane, Pendo, Jira, Confluence, and SharePoint.

• Experience in delivering product training and facilitating workshops for customers.

• Expertise in business analysis, process optimization, and continuous improvement methodologies.

• Experience leading healthcare technology implementations is a strong asset.

• ESO Product Knowledge is preferred.

• Thrives in fast-paced, dynamic environments and effectively manages shifting priorities.

• A natural problem solver, curious about the inter-workings of products, integrations and processes.

Benefits & Perks 

ESO offers a comprehensive suite of benefits to promote health and financial security for our employees and their families. For full-time employment you this includes:

• Health and dental benefits

• Long Term Disability benefits

• RRSPs (group retirement plan)

• Telehealth

About ESO

ESO is a fast-paced, growing data, technology, and research company passionate about improving community health and safety through the power of data. We pioneer innovative, user-friendly software to meet the changing needs of today’s EMS agencies, fire departments, and hospitals. We’re small enough to be nimble and fun, but big enough to be a great place to work. We serve thousands of customers out of our offices across the US, Canada and Northern Ireland.

Are you ready to Make a Difference? At ESO, we believe in bringing your true self to work every single day. If you don’t match all the qualifications on the job description, we encourage you to apply anyway! We are looking for passionate, innovative, and authentic people to help drive our mission.

All offers are contingent upon a successful background check.

ESO is committed to creating a diverse and inclusive work environment and is proud to be an equal opportunity and affirmative action employer. We invite you to consider opportunities at ESO regardless of your gender; gender identity; gender reassignment; age; religion; race; national origin; political affiliation; sexual orientation; disability; veteran status; or other non-merit factor.

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