Senior Client Services Project Manager, CX

We are seeking a collaborative, delivery‑focused Project Manager to lead complex, customer‑facing projects from initiation through close. In this role, you will manage end‑to‑end delivery in alignment with scope and timelines, serve as the primary client contact, and ensure clear communication across internal and external teams. You will partner closely with technical and product stakeholders to support AI/GenAI initiatives, roadmap coordination, and go‑to‑market readiness while proactively managing risks, dependencies, and escalations. The ideal candidate brings strong organizational skills, experience leading multiple concurrent projects, and a solutions‑oriented mindset that supports smooth execution and measurable customer value.

Role Description:

• Lead end‑to‑end delivery for multiple projects, ensuring alignment with scope, timelines, and customer expectations.
• Build and maintain project plans, schedules, and required documentation.
• Facilitate clear, consistent communication with all stakeholders (incl. leadership).
• Track action items and drive accountability across teams.
• Identify and mitigate risks and manage escalations professionally.
• Guide teams through launch readiness, deployment, and project closeout.
• Support continuous improvement by identifying process gaps and opportunities.
• Adapt to shifting priorities in a fast‑moving environment.
• Foster a collaborative, transparent, and high‑quality delivery culture.

Experience:

• 5-7 years of project management experience leading multiple concurrent projects in customer‑facing environments.
• Proven ability to manage end‑to‑end delivery using Agile, Waterfall, and hybrid/iterative approaches.
• Exposure to supporting technical and AI/GenAI & software delivery projects, with the ability to translate complex technical concepts for non‑technical stakeholders.
• Skilled in developing and maintaining detailed project plans, forecasting timelines, and managing risks, issues, and escalations with professionalism.
• Strong communication, stakeholder management, and client‑facing leadership skills.
• Highly organized, detail‑oriented, and adaptable under tight deadlines.
• Proficient with common PM tools (e.g., MS Project, Salesforce, Jira, Asana, Smartsheet) and comfortable reporting on KPIs and delivery metrics (e.g., PowerBI).
• Solution‑oriented mindset with a collaborative, team‑first approach.
• PMP certification preferred.

What’s in it for you? 

• 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! 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​