Senior Client Services Project Manager, CX

🕒 Março 14

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🟠 Sênior

👷‍♀️ Gerente de Projetos

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NICE

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

Fundada em 1991

☁️ SaaS

🤖 Inteligência Artificial

📡 Telecomunicações

SaaS • Artificial Intelligence • Telecommunications

NICE é uma fornecedora líder de soluções de automação de atendimento ao cliente impulsionadas por IA, transformando contact centers em centros de experiência do cliente de classe mundial. Sua plataforma CXone Mpower oferece automação ponta a ponta dos fluxos de trabalho de atendimento, integrando agentes humanos e de IA para entregar interações eficientes e personalizadas. As ofertas da NICE incluem IA para experiência do cliente (CX), soluções digitais e de autoatendimento, engajamento e gestão da força de trabalho, e plataformas completas de contact center em nuvem. A empresa é reconhecida como líder no setor de Contact Center as a Service (CCaaS), fornecendo ferramentas para aumentar a eficiência operacional, impulsionar o engajamento dos colaboradores e elevar a satisfação dos clientes.

Descrição

• Lead end‑to‑end delivery for multiple projects, ensuring alignment with scope, timelines, and customer expectations. • Build and maintain project plans, schedules, and required documentation. • Facilitate clear, consistent communication with all stakeholders (incl. leadership). • Track action items and drive accountability across teams. • Identify and mitigate risks and manage escalations professionally. • Guide teams through launch readiness, deployment, and project closeout. • Support continuous improvement by identifying process gaps and opportunities. • Adapt to shifting priorities in a fast‑moving environment. • Foster a collaborative, transparent, and high‑quality delivery culture.

🎯 Requisitos

• 5-7 years of project management experience leading multiple concurrent projects in customer‑facing environments. • Proven ability to manage end‑to‑end delivery using Agile, Waterfall, and hybrid/iterative approaches. • Exposure to supporting technical and AI/GenAI & software delivery projects, with the ability to translate complex technical concepts for non‑technical stakeholders. • Skilled in developing and maintaining detailed project plans, forecasting timelines, and managing risks, issues, and escalations with professionalism. • Strong communication, stakeholder management, and client‑facing leadership skills. • Highly organized, detail‑oriented, and adaptable under tight deadlines. • Proficient with common PM tools (e.g., MS Project, Salesforce, Jira, Asana, Smartsheet) and comfortable reporting on KPIs and delivery metrics (e.g., PowerBI). • Solution‑oriented mindset with a collaborative, team‑first approach. • PMP certification preferred.

🏖️ Benefícios

• Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NiCE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NiCEr!