At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Overview of Job Function:
The Director, PMO - CALA is a senior leadership role responsible for overseeing the Verint Project Management Office (PMO) and delivery execution across the Caribbean and Latin America (CALA) region. This leader drives project excellence, ensures consistent delivery standards, and proactively manages escalations to protect customer relationships and business outcomes. The Director will lead a high performing, multidisciplinary delivery organization across the region, strengthen operational efficiency, and elevate customer satisfaction. The role requires deep regional expertise, strong cross-functional collaboration, and the ability to communicate corporate objectives while aligning them to CALA specific needs and market dynamics.
Principal Duties and Essential Responsibilities:
- Take ownership of escalations across the delivery organization, serving as the senior point of contact for critical customer and project challenges and driving swift, effective resolution while maintaining customer trust.
- Develop and implement the vision, strategy, and governance framework for the regional delivery organization to enhance execution quality, operational efficiency, and consistency.
- Establish and enforce delivery methodologies, standards, and best practices across all professional services engagements to ensure high quality solutions that exceed customer expectations.
- Oversee the execution of complex, high value customer programs, ensuring delivery is on time, within scope, and within budget across all delivery disciplines.
- Lead, manage, and motivate a multidisciplinary delivery team, fostering a high-performance culture centered on problem solving, accountability, and customer advocacy.
- Oversee the selection, performance management, development, mentoring, and coaching of delivery leaders and staff across the region.
- Lead Business Reviews with strategic customers, providing insights into delivery performance, risks, and strategic recommendations.
- Serve as a strategic advisor to internal and external stakeholders, ensuring alignment between delivery execution and broader business objectives.
- Drive stakeholder engagement by producing monthly executive dashboards summarizing the health of critical accounts, delivery performance, and escalations.
- Act as the senior escalation point for delivery related issues, ensuring timely resolution and strong customer satisfaction.
- Build and maintain strong relationships with key customers, ensuring a proactive approach to issue management and long term customer success.
- Drive continuous improvement initiatives by developing strategic plans to enhance processes, team efficiency, delivery quality, and overall customer outcomes.
- Implement delivery tracking and reporting systems to automate real-time visibility into project status, resource utilization, and escalations.
- Integrate BI tools and data analytics to enhance decision making, optimize resource planning, and improve delivery predictability.
- Operate effectively within a matrixed global environment, aligning priorities, resolving complex challenges, and advancing key business objectives across regions and functions.
- Effectively forecast the recognition of non-recurring Professional Services revenue by the regional delivery team to senior services leaders.
Minimum Requirements:
- Bachelor’s degree or equivalent work experience required
- Minimum of 8 years demonstrated leadership experience with proven success in performance management and professional services team development
- 12+ years’ experience in a software, systems integrator, technology‑related, Services, or customer experience/contact center organization
- Strong demonstrated experience leading global enterprise deployments with 5K+ seats
- Extensive experience leading project portfolios with large enterprise companies.
- Proven success in managing global teams with hybrid onshore/offshore resourcing
- Strong business acumen with a consulting mindset and ability to align project execution with strategic goals.
- Demonstrated ability to take full ownership of project escalations, working effectively to resolve issues and maintain stakeholder confidence.
- Exceptional interpersonal, oral, and written communication skills to engage both technical and business audiences.
- Strong relationship-building skills with the ability to influence and collaborate at all levels, including C-suite executives.
- Exceptional team management skills, technical skills and customer-facing skills
- Strong understanding of developing performance goals and performance metrics to measure strategy and objective success
- Ability to work effectively across organizational, functional, and geographic boundaries to solve problems, share information, and drive results.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
- Master’s Degree in Business Administration
- Active PMP or PMI equivalent certification
- Background in SaaS / CCaaS / CX / Enterprise Platform Software
- Experience delivering and managing customer engagement solutions for large enterprises
- Ability to speak and write English, Spanish and Portuguese Fluently.
