Director, Program Management, CX

General Roles and Responsibilities

• 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

Competencies

• Customer Management
  • Excellent communication and presentation skills, mainly with executives
  • Understand the client business and technical environment – be a business enabler
  • Able to identify potential challenges, mitigate risks and manage escalations
• Account Management
  • Strategic – be able to anticipate down the road initiatives with clients
  • Good business and financial understanding
  • Lead team and processes on time-on budget-on quality
• Leadership and management
  • Ability to develop,