[Remote] Director, Program Management, CX

Note: The job is a remote job and is open to candidates in USA. NiCE is a company that challenges limits and aims to provide extraordinary customer experiences. The Director, Program Management is responsible for overseeing all services and support aspects for major accounts, ensuring successful project delivery and customer satisfaction while driving business development efforts.

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

Skills

• 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
• 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
• PMI Certification is an asset
• Bachelor or Masters degree in IT management or Business preferred

Company Overview

Company H1B Sponsorship