Director, Program Management, CX

This is a fully remote position, open to applicants in Canada.

📋 Description

• Establish and oversee the project implementation methodology, quality standards, governance, and continuous improvement for executed projects and practices.

• Assume complete ownership and accountability for projects from Day 1.

• Assist the Service Director in developing, creating, and sustaining an effective and efficient project management team to achieve multi-million revenue targets.

• Supervise multiple account projects from a managerial standpoint while also personally managing projects as an individual contributor.

• Collaborate closely with sales, R&D, Project Managers, and cloud teams to ensure the successful delivery and completion of projects and activities.

• Accountable for customer satisfaction and the results of transaction surveys conducted for the project management community.

• Define project goals, delivery plans, KPIs for project managers, and objectives.

• Serve as the initial point of contact and escalation, directly responsible for the rollout and delivery of products, services, and production.

• Take direct responsibility for enhancing and maintaining long-term customer satisfaction goals.

• Develop and nurture positive and productive long-term working relationships with customers' business and operations managers, acting as a trusted advisor.

• Collaborate with sales to promote and expand the sales of NiCE solutions, along with value-added services such as training and consulting.

• Provide guidance to other Project Managers while working with the assigned major account.

• Identify and execute continuous improvement initiatives that create long-term positive impacts for the Major Account Program.

• Act as an escalation point for customer concerns.

⛳️ Requirements

• A minimum of eight to ten years of experience in account and customer management.

• At least three years of management experience.

• Understanding of both theoretical and practical elements of project management.

• PMI Certification is advantageous.

• Background in the Contact Center industry (Avaya, Cisco) with a strong technical orientation.

• Experience in delivering software/solution deployment projects in the IT sector.

• Experience working in a multicultural environment, serving regional and global clients.

• Bachelor’s or Master’s degree in IT management or Business is preferred.

🏝️ Benefits

• Not Applicable