Director, Program Management, CX

Americas Director, Program Management 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. 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). Oversee several accounts projects from a managerial perspective, as well as personally manage projects as an individual contributor. Work closely with sales, R&D, Project Managers and cloud teams for delivery and successful completion of projects and activities. Ensure customer satisfaction and transaction survey results for the project management community. Define project goals, delivery plans, KPIs for project managers and objectives. Initial point of contact and escalation, responsible for rollout/delivery of products, services and production. Maintain long-term customer satisfaction goals and positive working relationships with customer operations managers as trusted advisor. Collaborate with sales to promote NiCE solutions and value-added services such as training and consulting. Provide guidance to other PMs and drive continuous improvement initiatives for major accounts. Serve as escalation point for the customer. .