Lead Client Services Project Manager, CX

🕒 March 13

🇺🇸 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

• Manage high‑visibility software and AI/GenAI projects, ensuring delivery aligns with scope, timelines, and customer expectations. • Manage project plans, schedules, RAID logs, and all core project documentation. • Provide clear and consistent communication with executive leadership. • Drive ownership and accountability. • Manage escalations with professionalism and urgency. • Guide teams through the project lifecycle. • Mentor project managers and help advance best‑practices across the PMO. • Navigate shifting priorities and adjust project approaches meet evolving business and customer needs.

🎯 Requirements

• 8+ years of project management experience leading complex, customer‑facing software delivery projects. • Proven success managing full end to end delivery using Agile, Waterfall, and hybrid methodologies. • Experience delivering technical, SaaS, and AI/GenAI projects. • Strong analytical skills with a track record of managing risks, revenue, and escalations. • Excellent communication & expectation management • Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, & Power BI). • PMP certification required.

🏖️ 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!