Client Services Project Manager at NICE

<div class="content-intro"><p>At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.</p></div><p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>So, what’s the role all about?<br></strong>We are seeking a proactive, delivery-focused Client Services Project Manager to support the successful execution of client-facing programs and projects for Proactive AI Agent—a cloud-hosted conversational platform that leverages AI/NLP/ML to help global brands transform customer journeys across digital channels.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">In this role, you will operate in a governance and delivery assurance capacity <strong>across pilots, Proof of Value (PoV), and Proof of Concept (PoC) initiatives</strong>.&nbsp; Your primary focus will be on reviewing and validating project plans, timelines, status, risks, issues, and remedial actions to ensure alignment with target launch dates, ARR objectives, and sales close milestones. You will contribute accurate, executive‑ready reporting across project and program views and act as a key interface for delivery cadence, transparency, and stakeholder alignment.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Overall program strategy and execution direction are set by leadership and owned by the Principal Project Manager, responsible for translating strategy into portfolio‑level execution frameworks. This includes driving operational excellence, defining governance cadences, and establishing tooling and process standards across Monday.com, Jira, and Confluence, as well as leading continuous process improvement and change management in partnership with functional leaders.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">You will work closely with the Principal Program Manager to provide independent oversight and delivery assurance, helping ensure project plans and status are credible, risk‑aware, and decision‑ready throughout the lifecycle from qualification through launch, without directly owning execution or defining program strategy.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>How will you make an impact?</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide program-level governance oversight and delivery guidance across full lifecycle delivery (initiation → planning → execution → launch readiness → closeout) across multiple concurrent client projects/programs, ensuring adherence to best practices and delivery discipline.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner closely with the Principal / Lead Project Manager and delivery owners to support and guide project teams in defining project scope and objectives; translate requirements into executable workstreams and delivery plans.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Review, challenge, and validate detailed project schedules and plans to ensure milestones, dependencies, risks, and launch readiness activities are accurate, realistic, and aligned with reported project status.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Partner closely with The Principal / Lead Project Manager in maintaining program‑wide visibility across multiple opportunities and workstreams, identifying cross‑project dependencies, risks, and delivery trends while promoting quality, diligence, and stakeholder alignment.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Utilize industry best project management practices, techniques, and standards throughout project execution (Agile/Waterfall/hybrid as needed).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Measure project/program performance to identify areas for improvement.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Actively reconcile <strong>project plans vs reported status</strong>, ensuring risks, issues, and remediation actions are accurately reflected in program reporting.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Perform business operations analysis to identify delivery friction, quantify impacts, and implement process improvements that increase predictability, quality, and throughput.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Build and maintain integrated project/program plans, schedules, RAID logs, action trackers, and delivery documentation aligned with SOW/requirements and internal operating model.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Drive strong project/program governance: streamline workflows, enforce accountability across stakeholders, and lead clear escalation paths when risks/issues threaten delivery.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Operate and optimize program management tooling (e.g., Monday, Jira) to maintain a single source of truth across milestones, dependencies, risks, and delivery health.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Leverage AI tools such as Microsoft Copilot or equivalent to support project tracking, reporting, insight generation, and continuous improvement of program governance processes.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Produce and maintain program metrics and dashboards (team → program → executive level), leveraging Excel and Looker/BI to deliver actionable insights and executive views.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Lead data analysis to validate delivery performance, uncover trends, and recommend corrective/preventative actions based on measurable indicators.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Own capacity planning in partnership with functional leads: forecast demand, model resourcing scenarios, and proactively surface delivery constraints and mitigation plans.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Ensure knowledge capture and operational documentation is accurate, complete, and usable (e.g., Confluence and other knowledge management tools).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Provide structured, executive-level communications including: concise status updates, decision memos, risks/asks, and outcomes reporting suitable for senior leadership.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Collaborate cross-functionally (Product, Engineering, Sales, Support, Partner Success, Education, Delivery) to keep execution aligned to customer outcomes and business priorities.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Support continuous improvement of delivery standards, templates, and ways of working to improve predictability, consistency, and scalability across the program.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">And other Client Services Project Management responsibilities.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Have you got what it takes?</strong></span></p> <ul> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Bachelor’s degree (business, operations, or related field preferred) or related degree.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">5+ years of client-facing project/program management experience delivering complex software/SaaS initiatives; experience with CCaaS, telecoms, AI/automation, or enterprise platforms is a plus.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong project management fundamentals (scope, schedule, RAID, stakeholder management, governance); able to manage multiple concurrent workstreams with tight delivery cadence.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience supporting or managing <strong>pilots, Proof of Value (PoV), or Proof of Concept (PoC)</strong> initiatives <strong><em>in dynamic or evolving scopes.</em></strong></span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proven strength in business ops analysis, process streamlining, and building scalable delivery rhythms (templates, standards, operating reviews, KPI cadences).</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Advanced proficiency in Excel (analysis, pivots, modeling) and comfort building executive-ready reporting.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Proficiency with PM tools such as Monday and Jira; familiarity with common delivery artifacts and workflows.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Experience with BI/reporting tools such as Looker (or equivalent) and ability to translate operational data into executive insights.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong data analysis capability: trend analysis, metric definition, variance/root-cause investigation, and recommendations grounded in data.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Capacity planning experience (demand vs. supply, utilization, scenario planning) and ability to present tradeoffs clearly.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Strong written and verbal communication skills, including executive-level presence and concise stakeholder updates.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Highly organized, proactive, and comfortable operating in fast-moving, ambiguous environments; able to drive clarity and accountability.</span></li> <li style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">PMP/PRINCE2 or equivalent certification is a plus.</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>What’s in it for you?<br></strong>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!</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Enjoy NICE-FLEX!&nbsp;<br></strong>At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Requisition ID: </strong>10951</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Reporting into:&nbsp;</strong>Manager, Professional Services</span><br><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><strong>Role Type:&nbsp;</strong>Individual Contributor</span></p><div class="content-conclusion"><p><em><strong>About NiCE </strong></em></p> <p><em>NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. </em></p> <p><em>Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. </em></p> <p><em>NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.</em></p> <p>&nbsp;</p></div>