Director, Program Management, CX
At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
The Americas Director, Program Management is personally responsible and accountable for all services and support aspects for major accounts - acting as a single point of contact for the customer. This includes implementation, rollout, and delivery of products and services as well as business development and generating new business jointly with the sales team.
The Director is also responsible for the performance of the project management community, working closely with the Service’s Director to ensure delivery as per agreed KPIs and practices.
General Roles and Responsibilities
Define and govern project implementation methodology, quality standards, control / governance and continuous improvement for delivered projects and practices
Full ownership & accountability of projects (Day 1)
Supporting Service’s Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million revenue targets
Oversee several accounts projects from managerial perspective, as well as personally manage projects as individual contributor
Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities
Responsible for customer satisfaction and transaction survey results conducted for project management community
Defining project goals and delivery plans, KPIs for project managers and objectives
Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services and production
Directly responsible for improving and maintaining long-term customer satisfaction goals
Develop and maintain positive and productive long term working relationship with customer’s business and operations managers, as trusted advisor
Work jointly with sales to promote and expand sales of NiCE solutions, as well as value added services such as training and consulting
Provide guidance to other PMs while working with the assigned major account
Identify, drive / executive continuous improvement initiatives that bring us long term positive impact for Major Account Program
Serve as an escalation point for the customer
Requirements
At least eight to ten years of account & customer management experience
At least three years of management experience
Knowledge of both theoretical and practical aspects of project management
PMI Certification is an asset
Contact Center industry background (Avaya, Cisco) and strong technical orientation
Software / solution deployment projects delivery experience in the IT world
Experience working in multi-culture environment, serving regional and global customers
Bachelor or Masters degree in IT management or Business preferred
Competencies
Customer Management
Excellent communication and presentation skills, mainly with executives
Understand the client business and technical environment – be a business enabler
Able to identify potential challenges, mitigate risks and manage escalations
Account Management
Strategic – be able to anticipate down the road initiatives with clients
Good business and financial understanding
Lead team and processes on time-on budget-on quality
Leadership and management
Ability to develop, drive, and contribute in a high performance team
Ability to manage a team in matrix environment
Ability to partner, align and coordinate with the sales team.
Key Success Factors
Delivery performance
Customer Satisfaction – internal and external
Business growth; new services booking and reoccurring revenue
Optimization of P&L
About NiCE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.