Company description:

We are a collective group of fearless people with a clear purpose: to empower professionals around the world through intelligent workflow automation software. Currently, more than 450 people across 7 countries work with us, remotely or in a hybrid way, to make life easier for over 4,000 companies using Pipefy in more than 150 countries. Since our founding in 2015, we have put people at the center of everything we do, so we invite you to learn more about this position and apply to be part of our team.

Job Description:

The Project Manager Coordinator for the Professional Services team is a people leadership and tactical enablement role responsible for leading and supporting a team of Project Managers responsible for client-facing implementations. This position does not own individual project execution; instead, it ensures delivery excellence, governance adherence, and consistent performance across the PM team.

Acting as a tactical layer between senior leadership and the delivery team, the Coordinator drives execution quality, metric-based performance management, risk visibility, and client experience consistency, while stepping in on critical client-facing situations when needed.

This is a customer-facing role.

Main Responsibilities:

• People Leadership & Team Management:
• Lead, coach, and develop a team of Project Managers, ensuring clarity of expectations, accountability, and professional growth.
• Conduct regular 1:1s, performance check-ins, and feedback cycles focused on delivery quality, client management, and operational discipline.
• Support onboarding and continuous enablement of Project Managers on methodologies, tools, playbooks, and client-facing standards.
• Foster a high-performance culture centered on ownership, collaboration, and continuous improvement.

• Tactical Client-Facing Support:
• Act as a tactical escalation point for complex client-facing situations, supporting Project Managers in risk, scope, or stakeholder management discussions.
• Participate selectively in client meetings where seniority, alignment, or recovery support is required.
• Guide Project Managers on expectation management, executive communication, and conflict resolution with customers.
• Ensure consistent client experience and messaging across the portfolio.

• Performance Management & Metrics:
• Define, monitor, and analyze key performance indicators (KPIs) for the Project Management function (e.g., implementation score, CSAT, delivery predictability, scope adherence, risk posture).
• Develop and maintain dashboards and performance reports to track individual and team performance.
• Identify performance gaps, trends, and systemic issues, translating insights into concrete action plans.
• Drive corrective actions, coaching plans, and process improvements to ensure adherence to delivery standards and performance targets.

• Delivery Governance & Adherence:
• Ensure Project Managers consistently follow Professional Services governance, methodologies, and playbooks.
• Monitor adherence to defined processes such as kickoff standards, change management, escalation flows, and closure criteria.
• Act proactively when deviations are identified, ensuring timely course correction.
• Partner with leadership to continuously evolve governance models based on scale and complexity.

• Cross-Functional Alignment:
• Serve as the primary point of alignment between the PM team and cross-functional areas such as Sales, Customer Success, Product and Support.
• Ensure feedback from the PM team is consolidated and shared with leadership to influence product, process, and service improvements.
• Support capacity planning and demand forecasting in partnership with Professional Services leadership.

• Continuous Improvement & Enablement:
• Lead initiatives to improve PM effectiveness, standardization, and scalability across the services organization.
• Drive adoption of tools, templates, and best practices that improve execution quality and operational visibility.
• Promote data-driven decision-making within the PM team.

Requirements:

• 7+ years of experience in Project Management or Professional Services delivery, with at least 2 years in a people leadership or team lead role.
• Proven experience managing and developing client-facing Project Managers in SaaS or technology-enabled services.
• Strong understanding of enterprise implementation delivery, governance, and customer engagement models.
• Demonstrated experience building, tracking, and acting upon performance metrics and operational dashboards.
• Ability to operate tactically in complex client environments, providing guidance without directly owning project execution.
• Strong business acumen and executive presence, with the ability to influence stakeholders at multiple levels.
• Excellent communication, coaching, and conflict management skills.
• PMP or equivalent certification is strongly preferred.

Benefits:

Brazil

- Health and Dental insurance

- Life insurance

- Flexible hours (40h/ week)

- Flexible monthly meal allowance

- Monthly home office allowance

- Home office setup allowance

- Psychological assistance (employees or legal dependents)

- Yoga & Meditation

- Gympass

- Labor classes

- Maternity / Paternity leave (Maternity 6 months/Paternity 3)

- Babysitting / Elementary school allowance

- Complementary nutrition assistance

- Vet insurance

- Birthday day off

- Marriage leave (7 days)

- Bereavement Leave (10 days)

- Pet bereavement leave (2 days)

- Individual funeral aid

- Education Allowance

- Payroll loan

- Financial consulting

- Udemy

- Coworking space