Who are you: The Manager of Nexidia Project Delivery will manage a team of 8-10 Project Managers. The Nexidia Project Delivery team is part of NICE's Customer Engagement Analytics (CEA) Services organization, and the CEA PMO more specifically. The Nexidia Project Delivery team is responsible for leading and managing complex customer facing and internal projects through the entire project lifecycle. This includes projects delivering and upgrading CEA's Nexidia Interaction Analytics (NIA) solution, Quality Central (QC) solution, Enlighten Solution among others. CEA's project delivery methodology emphasizes the customer experience and satisfaction while focusing on high quality and timely delivery. The Manager of Nexidia Project Delivery owns project assignment, resource management and overall employee development for team members.
This management role demands effective communication with team members, other managers and teams (Professional Services, Customer Success, R&D, Infrastructure & Networking, Sales), NICE senior leadership and a variety of customer stakeholders.
What you will do:
Lead and manage a team of professional Project Managers of varying levels of experience (Associate Project Managers through Senior Project Managers)
Oversee the execution of projects across the team and the Nexidia product suite
Own and facilitate project status and priority discussions with internal senior leadership team
Support the team to ensure effective, accurate and timely communications to all stakeholders across the project portfolio
Collaborate with CEA PMO Leadership to develop and continuously improve the CEA project delivery methodology and framework
Identify improvement areas across the broader CEA delivery processes
Partner with team members to drive and own resolution for issues and risks across active projects
Manage team member career and professional development and progression
Bring high-energy and willingness to drive improvements and change when and where applicable
What you bring to the table:
5+ years of experience managing complex cross-functional projects and programs using established disciplines and methodologies
Employee development and/or mentorship experience
Customer-management experience with a focus on stakeholder management - ability to build and forge strong relationships with customers while understanding their business objectives
Effectively direct the work of multi-disciplinary technical teams
Drive discussions into decision and action
Work successfully with little direct supervision
Strong analytical, critical thinking and problem-solving skills
Care about the success of teammates and customers
Presentation Skills - experienced presenting project status, risks and issues in a direct and effective way to a variety of stakeholders
Meticulous about documentation and record-keeping
Ability to manage and prioritize work with demonstrated ability to manage multiple priorities and challenges.
Detail oriented in the execution and follow-up of work
Ability to effectively manage and lead change
What differentiates you as the best:
Prior management experience managing a team of 8 or more
PMP certification
CSM certification
A bachelor's degree or greater from an accredited university
Knowledge of call center and telephony infrastructure and/or software
Experience managing telecom integrations projects
Physical Demands: Overnight travel by car or plane may be required (post-COVID clearances) and the ability and willingness to travel up to 10%, including internationally to North American and European customers
NICE Systems is an Equal Opportunity/Affirmative Action Employer, M/F/D/V.
