Director, Program Management, CX

NICE

Director of Program Management responsible for implementation and delivery at NiCE. Leading project management team, driving customer satisfaction, and managing key accounts.

Posted 6/2/2026full-timeRemote • 🇺🇸 United StatesLeadWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Competitive salary that lights a fire within you

ATS Keywords

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Applicant Tracking System Keywords

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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 Certification