Lead Client Services Project Manager, CX

NICE

About The Position

At NiCE, we are seeking an AI delivery-driven leader to guide complex, customer-facing projects from initiation through closure. In this role, you will provide strategic directions across end-to-end delivery, act as the primary client partner, and ensure clear, consistent communication up to the leadership level. You will work closely with technical, product, and AI/GenAI stakeholders to drive roadmap alignment, support go-to-market readiness, and proactively manage risks, dependencies, and escalations. The ideal candidate brings strong leadership presence, proven experience overseeing multiple concurrent initiatives, and a solution-oriented mindset that drives team alignment, smooth execution, and measurable customer value.

Requirements

8+ years of project management experience leading complex, customer-facing software delivery projects.
Proven success managing full end to end delivery using Agile, Waterfall, and hybrid methodologies.
Experience delivering technical, SaaS, and AI/GenAI projects.
Strong analytical skills with a track record of managing risks, revenue, and escalations.
Excellent communication & expectation management
Advanced proficiency in project management and reporting tools (e.g., MS Project, Salesforce, Rocketlane, & Power BI).
PMP certification required.

Responsibilities

Manage high-visibility software and AI/GenAI projects, ensuring delivery aligns with scope, timelines, and customer expectations.
Manage project plans, schedules, RAID logs, and all core project documentation.
Provide clear and consistent communication with executive leadership.
Drive ownership and accountability.
Manage escalations with professionalism and urgency.
Guide teams through the project lifecycle.
Mentor project managers and help advance best-practices across the PMO.
Navigate shifting priorities and adjust project approaches meet evolving business and customer needs.