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Manager, Professional Services

2 hours, 28 minutes ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Apply Now
Nice Côte d'Azur

Nice Côte d'Azur

Nice Côte d'Azur promotes tourism in the Nice Côte d'Azur region, offering resources for exploring the area and organizing weekend getaways that blend coastal and mountain experiences, while also providing interactive exploration games and multimedia c...

Hotels, Restaurants & Leisure
Founded 1960
View All Jobs 135

Description

  • Provide leadership, coaching, feedback, development goals, and performance management for team members.
  • Foster a collaborative and high-performing team environment within the Customer Services Automation CoE.
  • Prioritize, assign, and manage team activities and projects in line with CoE goals.
  • Lead and contribute to best practices and delivery methodologies for NiCE CSA solutions.
  • Participate in recruitment, hiring, and talent development for the team.
  • Collaborate with cross-functional teams across the CoE, including technical specialists, product experts, adoption consultants, and delivery teams.
  • Influence and guide matrixed team members and other stakeholders to achieve project goals.
  • Coordinate inter-departmental activities to ensure seamless project execution and customer satisfaction.
  • Serve as a key point of contact and escalation resource for project-related issues.
  • Guide Professional Service Engineers in planning, executing, and delivering AI and automation projects.
  • Partner with project management to deliver projects on time, within budget, and to quality standards.
  • Monitor project progress, identify risks, and implement mitigation strategies.
  • Manage customer expectations throughout the delivery lifecycle.
  • Contribute to risk analysis and change control for automation projects.
  • Support business area assessments, user needs analysis, and the design of automated business systems.

Requirements

  • BS/BA in a technical or business field, or equivalent work experience required.
  • MBA preferred.
  • 15+ years of professional experience beyond education requirements.
  • 3+ years of management experience, including leading teams in a matrixed environment.
  • Experience managing consulting engagements, training initiatives, and AI technology implementation projects.
  • Strong understanding of contact center operations, AI technologies, and best practices.
  • Excellent leadership, coaching, and mentoring skills.
  • Exceptional communication, presentation, and interpersonal skills with the ability to influence stakeholders at all levels.
  • Proven ability to manage customer expectations and build strong working relationships.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Proficiency in project management methodologies and tools.
  • Desired personal profile: analytical, inquisitive, service- and team-oriented, friendly, and an early adopter.
  • Prior implementation experience in the contact center or customer experience domain is preferred.
  • Experience with NiCE CXone or other cloud-based contact center platforms is preferred.
  • Experience developing and delivering AI technical or AI business training programs is preferred.

Benefits

  • Opportunity to join a global, market-leading company in a fast-paced, collaborative, and creative environment.
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
  • Work at a company recognized for innovation in AI, cloud, and digital.
  • Join a team serving a large global customer base and high-volume customer interactions.
  • Equal opportunity employer status with inclusive hiring practices.

Interested in this position?

Apply directly on the company website

Apply Now

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