Manager, Professional Services
NICE
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
SeniorLead
About the role
- Provide leadership, coaching, feedback, development goals, and performance management to team members within your area of responsibility.
- Foster a collaborative and high-performing team environment within the Customer Services Automation CoE.
- Prioritize, assign, and manage team activities and projects in alignment with the CoE's goals and objectives.
- Lead and contribute to the development of best practices and methodologies for delivery related to NiCE CSA Solutions.
- Actively participate in the recruitment, hiring, and development of talent within the team.
- Effectively partner and collaborate with cross-functional teams within the Customer Services Automation CoE, including technical specialists, product experts, adoption consultants and other delivery teams.
- Influence and guide individuals who may not directly report to you to achieve project goals and customer success.
- Coordinate inter-departmental activities within NiCE CoE to ensure seamless project execution and customer satisfaction.
- Serve as a key point of contact and escalation for project-related issues within the CoE.
- Provide leadership and guidance to Professional Service Engineers (direct reports or matrixed team members) in the planning, execution, and delivery of AI and automation projects.
- Partner with the project management team and others to ensure projects are delivered on time, within budget, and to the highest quality standards.
- Monitor progress, identify risks, and implement mitigation strategies in collaboration with project teams.
- Help manage customer expectations and ensure high levels of customer satisfaction throughout the delivery lifecycle.
- Contribute to risk analysis and manage change control for automation projects.
- Maintain a strong understanding of the technical capabilities of NiCE CSA products and their application to solve business challenges.
- Contribute to business area assessments, user needs analysis, and the design of effective business systems leveraging automation.
- Have an industry understanding of the latest AI technology in the call center space including prompt engineering as well as bot and voice flow design.
Requirements
- BS/BA in a technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
- 15+ years of professional experience beyond education requirements.
- 3+ years of management experience, including experience leading teams in a matrixed environment.
- Demonstrated experience in managing consulting engagements, training initiatives, and AI technology implementation projects.
- Strong understanding of contact center operations, AI technologies, and best practices.
- Excellent leadership, coaching, and mentoring skills.
- Exceptional communication, presentation, and interpersonal skills, with the ability to influence stakeholders at all levels.
- Proven ability to manage customer expectations and build strong working relationships.
- Strong analytical, problem-solving, and decision-making abilities.
- Proficiency in project management, methodologies, and tools.
Benefits
- Join an ever-growing, market disrupting, global company
- Work in a fast-paced, collaborative, and creative environment
- Opportunity for internal career growth across multiple roles, disciplines, domains, and locations
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
AI technology implementationproject managementrisk analysischange controluser needs analysisbusiness systems designprompt engineeringbot designvoice flow designconsulting engagements
Soft skills
leadershipcoachingmentoringcommunicationpresentationinterpersonal skillsanalytical skillsproblem-solvingdecision-makinginfluencing stakeholders
Certifications
BS/BA in technical fieldBS/BA in business fieldMBA