NICE Ltd.

Director, Program Management, CX

NICE Ltd. • $130K — $180K *
US-AnywhereRemote in United States
Business Services
8 - 10 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 8-10 years of account & customer management experience
  • 3+ years of management experience
  • Theoretical and practical knowledge of project management techniques
  • Contact Center industry experience (e.g., Avaya, Cisco)
  • Experience with IT software/solution deployment projects
  • Experience in a multicultural environment with global customers
  • Bachelor's or Master's degree in IT management or Business preferred

Responsibilities

  • Define project implementation methodology and quality standards
  • Take full ownership of projects from Day 1
  • Support Service Director in building and managing the project management team
  • Oversee multiple account projects and contribute as an individual project manager
  • Collaborate closely with sales and technical teams for project delivery
  • Ensure customer satisfaction and manage transaction survey results
  • Establish project goals, KPIs, and delivery plans

Benefits

  • Opportunity for business growth through new services and recurring revenue
  • Dynamic role impacting major accounts
  • Collaboration with sales and technical experts
  • Potential for continuous improvement initiatives
  • Trusted advisor relationship with clients
Full Job Description
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 Ltd.

NICE Ltd. is an Israel-based company, specializing in telephone voice recording, data security, surveillance, and Robotic Process Automation as well as systems that analyze recorded data. The company serves various industries, such as financial services, telecommunications, healthcare, outsourcers, retail, media, travel, service providers, and utilities. The primary listing of the company's shares is on the Tel Aviv Stock Exchange; where it is part of the TA-35 Index. Barak Eilam became CEO in April 2014, replacing Zeevi Bregman. Eilam previously headed the company's Americas division. As of November, 2020 the company had ~6,800 employees. NICE was founded in 1986 as Neptune Intelligence Computer Engineering by 7 Israeli former army colleagues. The company initially focused on developing technology for security and defense applications, but soon refocused their efforts on civilian applications, mainly for contact center, financial services and business intelligence markets.
Learn more about NICE Ltd.
Size
7,102 employees
Market Cap
$12.3 billion
Industry
Enterprise Technology
Net Income
$196.6 million
Founded
2000
5 Year Trend
+13.6%
Revenue
$1.6 billion
NASDAQ
NICE
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at NICE Ltd.

More Business Services Jobs

Find similar Director, Program Management, CX jobs:

NationwideRemote