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Portfolio Leader for Connected Customer Experience (CCx)Skip to main contentPrivacy Policy# Jade GlobalPortfolio Leader for Connected Customer Experience (CCx) page is loaded## Portfolio Leader for Connected Customer Experience (CCx)Applylocations: San Jose, CAtime type: Full timeposted on: Posted Todayjob requisition id: R-105651Portfolio Leader for Connected Customer Experience (CCx)1**Key Responsibilities:****Portfolio Strategy & Governance*** Act as a strategic advisor to executives, providing guidance on investments and reporting on portfolio status, risks, and issues.* Ensure all projects and programs align with and support the company's overall mission and long-term business goals as well as that of Digital Technology (DT) and the portfolio.* Own the end-to-end health and performance of a defined portfolio of programs and projects.* Maintain a clear line of sight between portfolio activity and organizational strategy, OKRs, and value targets.* Establish and enforce portfolio governance standards, prioritization frameworks, and stage-gate processes.* Guide the process for evaluating, prioritizing, and approving new initiatives, and support maintenance of the overall portfolio roadmap.* Lead portfolio-level risk identification, interdependency mapping, and escalation pathways.* Track and report on portfolio performance, key performance indicators (KPIs), and other metrics to guide data-enabled outcomes for the executive team* Present portfolio status, health, and value realization to senior leadership and executive stakeholders.* Partner with the portfolio leadership team on capital planning, budget allocation, and resource management to ensure investments deliver maximum business value and ROI.**People Leadership & Team Development*** Lead, coach, and develop a team of Program Managers and Project Managers (both ServiceNow FTEs and contingent workers).* Set clear performance expectations and provide ongoing feedback, mentorship, and career development support.* Foster a high-trust, outcome-focused team culture that values accountability, learning, and continuous improvement.* Manage team capacity and allocation across the portfolio, balancing workload with delivery quality.* Identify capability gaps and partner with the PMO leadership to build team competency over time.**Delivery Excellence & Value Realization*** Ensure programs and projects are delivered on time, within budget, and with measurable impact on business outcomes.* Drive adoption of value-focused delivery practices, including benefits tracking, value KPIs, and outcome-based reporting.* Champion a shift from activity-based reporting (status/milestones) to value-based reporting (outcomes/impact).* Continuously evaluate portfolio ROI and recommend rebalancing, acceleration, or decommissioning of initiatives.**Stakeholder Engagement & Communication*** Serve as the primary escalation point for portfolio-level and any relevant cross-functional program/project issues and stakeholder conflicts.* Build and sustain strong relationships with business owners, technology partners, and executive sponsors.* Enhance portfolio storytelling by translating complex portfolio dynamics into clear, executive-ready narratives and recommendations.* Facilitate and support portfolio reviews, steering committees, and investment decision forums that support continuous planning.**PMO Elevation & Continuous Improvement*** Contribute to the strategic evolution of the PMO, shaping maturity and delivery.* Identify and drive process improvements that increase delivery velocity, reduce friction, and improve team effectiveness.* Act as a role model for the elevated PMO operating model, demonstrating value-first delivery thinking.* Bring external best practices, emerging methodologies, and innovation to the PMO's approach.****Required Qualifications:***** 18+ years of progressive experience in program/project management, portfolio management, or delivery leadership.* 5+ years of experience leading and developing teams of project or program professionals.* Demonstrated track record of managing complex, multi-workstream portfolios with competing priorities.* Strong command of portfolio governance, risk management, and value delivery frameworks.* Exceptional communication and stakeholder management skills, including executive-level presentations.* Experience in PMO transformation, operating model design, or delivery excellence initiatives.* PMP, PgMP, or equivalent certification.**Preferred*** Experience in a value-oriented or product-led PMO environment.* Familiarity with OKR frameworks, benefits realization management, or strategic portfolio management tools.* Agile / SAFe certification or demonstrated experience in hybrid delivery environments.* MBA or advanced degree in Business, Technology, or a related field.**Competency Profile****Competency: What It Looks Like in This Role****Strategic Mindset:** : Connects portfolio decisions to organizational value and long-term objectives.**Results Orientation:** Holds the team and stakeholders accountable for outcomes, not just outputs.**People Leadership:** Develops talent, builds culture, and creates conditions for team performance.**Executive Presence: Communicates** with clarity and confidence at all levels of the organization.**Stakeholder Influence**: Builds trust and alignment across diverse, often competing interests.**Data-Driven Judgment:** Uses portfolio metrics and value signals to make and recommend decisions. #J-18808-Ljbffr