Director, Program Management, CX

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

📋 Description

• Establish and oversee the project implementation methodology, quality standards, governance, and ongoing enhancement for delivered projects and practices.

• Assume full responsibility and accountability for projects from Day 1.

• Assist the Service Director in developing, building, and sustaining a highly effective project management team to drive multi-million dollar revenue targets.

• Manage several account projects from a managerial perspective while also personally overseeing 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, key performance indicators (KPIs) for project managers, and objectives.

• Act as the initial point of contact for 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 relationships with customers' business and operations managers, acting as a trusted advisor.

• Collaborate with sales to promote and expand the sales of NiCE solutions, in addition to value-added services like training and consulting.

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

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

• Serve as an escalation point for the customer.

⛳️ Requirements

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

• At least three years of management experience.

• Familiarity with both theoretical and practical aspects of project management.

• PMI Certification is preferred.

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

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

• Proven experience working in a multicultural environment, serving regional and global customers.

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

🏝️ Benefits

• Health insurance.

• 401(k) plans.