Director, Program Management, CX

The Director, Program Management, CX is personally responsible and accountable for all services and support aspects for major accounts - acting as a single point of contact for the customer. This includes implementation, rollout, and delivery of products and services as well as business development and generating new business jointly with the sales team.

The Director is also responsible for the performance of the project management community, working closely with the Services Director to ensure delivery as per agreed KPIs and practices.

General Roles and Responsibilities

• Define and govern project implementation methodology, quality standards, control / governance and continuous improvement for delivered projects and practices
• Full ownership & accountability of projects (Day 1)
• Supporting Services Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million revenue targets
• Oversee several accounts projects from managerial perspective, as well as personally manage projects as individual contributor
• Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities
• Responsible for customer satisfaction and transaction survey results conducted for project management community
• Defining project goals and delivery plans, KPIs for project managers and objectives
• Initial point of contact and escalation, directly responsible for the rollout/delivery of products, services and production
• Directly responsible for improving and maintaining long-term customer satisfaction goals
• Develop and maintain positive and productive long term working relationship with customers business and operations managers, as trusted advisor
• Work jointly with sales to promote and expand sales of NiCE solutions, as well as value added services such as training and consulting
• Provide guidance to other PMs while working with the assigned major account
• Identify, drive / executive continuous improvement initiatives that bring us long term positive impact for Major Account Program
• Serve as an escalation point for the customer

Requirements

• At least eight to ten years of account & customer management experience
• At least three years of management experience
• Knowledge of both theoretical and practical aspects of project management
• PMI Certification is an asset
• Contact Center industry background (Avaya, Cisco) and strong technical orientation
• Software / solution deployment projects delivery experience in the IT world
• Experience working in multi-culture environment, serving regional and global customers
• Bachelor or Masters degree in IT management or Business preferred

Competencies

• Customer Management
• Excellent communication and presentation skills, mainly with executives
• Understand the client business and technical environment be a business enabler
• Able to identify potential challenges, mitigate risks and manage escalations
• Account Management
• Strategic be able to anticipate down the road initiatives with clients
• Good business and financial understanding
• Lead team and processes on time-on budget-on quality
• Leadership and management
• Ability to develop, drive, and contribute in a high performance team
• Ability to manage a team in matrix environment
• Ability to partner, align and coordinate with the sales team.

Key Success Factors

• Delivery performance
• Customer Satisfaction internal and external
• Business growth; new services booking and reoccurring revenue
• Optimization of P&L