Director, Program Management, CX
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Job Description
Director of Program Management responsible for implementation and delivery at NiCE. Leading project management team, driving customer satisfaction, and managing key accounts.
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
Benefits:
- Competitive salary that lights a fire within you
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