Senior Client Services Project Manager, CX

🕒 March 14

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

👷‍♀️ Project Manager

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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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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!