NICE - Director, Program Management, CX
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 • 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 • 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 • Key Success Factors • Delivery performance • Customer Satisfaction – internal and external • Business growth; new services booking and reoccurring revenue • Optimization of P&L • 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.
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
Benefits
• Enjoy NiCE-FLEX! • Enjoy NiCE-FLEX! • At NiCE, we work according to the NiCE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere. • Requisition ID: 10879Reporting into: Team Lead, ControllerRole Type: IC • Requisition ID: • Reporting into: • Role Type: • #LI-Hybrid • 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.
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