Lead Client Services Project Manager, CX

NiCE is a global leader in software products that enhance customer experiences and ensure public safety. They are seeking a Lead Client Services Project Manager who will oversee complex, customer-facing projects, ensuring alignment with delivery scope and customer expectations while managing communication with executive leadership.

Responsibilities:

• 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