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  Director, Program Management, CX 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.