Senior Client Services Project Manager, CX

🕒 il y a 3 mois

🇺🇸 États-Unis – Télétravail

⏰ Temps Plein

🟠 Senior

👷‍♀️ Chef de Projet

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NICE

Site WebLinkedInTous les Emplois

5001 - 10000 employés

Fondée en 1991

☁️ SaaS

🤖 Intelligence artificielle

📡 Télécommunications

SaaS • Artificial Intelligence • Telecommunications

NICE est un fournisseur leader de solutions d'automatisation du service client alimentées par l'IA, transformant les centres de contact en centres d'expérience client de classe mondiale. Leur plateforme CXone Mpower offre une automatisation complète des flux de travail du service client, intégrant agents humains et IA pour fournir des interactions client efficaces et personnalisées. Les offres de NICE comprennent l'IA pour l'expérience client, des solutions numériques et en libre-service, l'engagement et la gestion de la main-d'œuvre, ainsi que des plateformes de centres de contact entièrement basées sur le cloud. Ils sont reconnus comme un leader dans l'industrie des centres de contact en tant que service (CCaaS), fournissant des outils pour augmenter l'efficacité opérationnelle, l'engagement des employés et améliorer la satisfaction client.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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!