NICE

Director, Program Management

NICE

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Cloud

About the role

  • 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
Benefits
  • Health insurance
  • Competitive salary
  • Professional development opportunities
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
project managementaccount managementcustomer managementsoftware deploymentsolution deliveryKPI definitioncontinuous improvementquality standardsgovernancemulti-million revenue targets
Soft Skills
leadershipcommunicationrelationship buildingcustomer satisfactionteam managementcollaborationproblem-solvingescalation managementtrust buildingguidance
Certifications
PMI CertificationBachelor's degree in IT managementMaster's degree in Business