Manager, Professional Services, AI, CX

NICE

About The Position

The Manager, PMO – AI serves as a team manager while leading client-facing AI program governance, delivery assurance, and cross-functional alignment. This role manages AI/Machine Learning (ML) project lifecycles, ensures responsible AI practices, and partners directly with enterprise clients on strategy, roadmaps, and measurable outcomes.

Requirements

BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required.
7–10+ years in program/project management; 3+ managing AI/ML initiatives.
Proven people‑leadership experience in managing and coaching direct reports.
Experience delivering complex, client-facing AI programs.
Strong understanding of AI/ML concepts, data governance, and MLOps.
Excellent executive communication and stakeholder leadership.
PMP Certification.

Nice To Haves

MBA preferred.

Responsibilities

Serve as primary executive-facing PMO leader for AI programs.
Translate client business objectives into AI roadmaps, Objectives & Key Results (OKRs), and Key Performance Indicators (KPIs).
Present portfolio status, risks, options, and value realization to client executives.
Lead steering committees, Quarterly Business Reviews (QBRs), and executive communication.
Establish PMO standards tailored to AI, including AI/ML lifecycle stage gates.
Run portfolio intake, prioritization, funding, and benefits tracking.
Implement AI-augmented reporting, dashboards, and risk sensing.
Oversee end-to-end delivery of AI solutions, including data readiness, model validation, deployment, and adoption.
Ensure alignment to responsible AI principles and compliance.
Partner with Data/ML Engineering, MLOps, Security, and Business stakeholders.
Lead, mentor, and coach PMs, TPMs, and analysts.
Manage staffing, workload balancing, and performance.
Foster a high-performing, client-centric culture.