[Hiring] Manager, Client Services, AI, CX @NICE

Role Description

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.

How will you make an impact?

Client-Facing 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.

PMO Leadership & Governance

• 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.

AI Program Delivery

• 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.

People Leadership

• Lead, mentor, and coach PMs, TPMs, and analysts.
• Manage staffing, workload balancing, and performance.
• Foster a high-performing, client-centric culture.

Qualifications

• BS/BA in technical (e.g., CS/IS/EE) or business (e.g., Marketing/MIS) field or equivalent work experience required. MBA preferred.
• 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.

Benefits

• Join an ever-growing, market disrupting, global company.
• Work in a fast-paced, collaborative, and creative environment.
• Endless internal career opportunities across multiple roles, disciplines, domains, and locations.