Manager, Professional Services – AI, CX

🕒 May 4

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🤖 Artificial Intelligence

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NICE

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1991

☁️ SaaS

🤖 Artificial Intelligence

📡 Telecommunications

SaaS • Artificial Intelligence • Telecommunications

NICE is a leading provider of AI-powered customer service automation solutions, transforming contact centers into world-class customer experience centers. Their CXone Mpower platform offers end-to-end automation of customer service workflows, integrating human and AI agents to deliver efficient and personalized customer interactions. NICE's offerings include AI for customer experience, digital and self-service solutions, workforce engagement and management, and complete cloud-based contact center platforms. They are recognized as a leader in the Contact Center as a Service (CCaaS) industry, providing tools for increased operational efficiency, employee engagement, and enhanced customer satisfaction.

📋 Description

• Serve as primary executive-facing PMO leader for AI programs. • Translate client business objectives into AI roadmaps, Objectives & Key Results (OKRs), and Key Performance Indicators (KPIs). • Present portfolio status, risks, options, and value realization to client executives. • Lead steering committees, Quarterly Business Reviews (QBRs), and executive communication. • Establish PMO standards tailored to AI, including AI/ML lifecycle stage gates. • Run portfolio intake, prioritization, funding, and benefits tracking. • Implement AI-augmented reporting, dashboards, and risk sensing. • Oversee end-to-end delivery of AI solutions, including data readiness, model validation, deployment, and adoption. • Ensure alignment to responsible AI principles and compliance. • Partner with Data/ML Engineering, MLOps, Security, and Business stakeholders. • Lead, mentor, and coach PMs, TPMs, and analysts. • Manage staffing, workload balancing, and performance. • Foster a high-performing, client-centric culture.

🎯 Requirements

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred. • 7–10+ years in program/project management; 3+ managing AI/ML initiatives. • Proven people‑leadership experience in managing and coaching direct reports. • Experience delivering complex, client-facing AI programs. • Strong understanding of AI/ML concepts, data governance, and MLOps. • Excellent executive communication and stakeholder leadership. • PMP Certification.

🏖️ Benefits

• Join an ever-growing, market disrupting, global company • Teams comprised of the best of the best • Work in a fast-paced, collaborative, and creative environment • Endless internal career opportunities across multiple roles, disciplines, domains, and locations