Client Services Project Manager

So, what’s the role all about?
A proactive, delivery-focused Client Services Project Manager to support the successful execution of client-facing programs and projects for Proactive AI Agent—a cloud-hosted conversational platform that leverages AI/NLP/ML to help global brands transform customer journeys across digital channels.

In this role, you will operate in a governance and delivery assurance capacity across pilots, Proof of Value (PoV), and Proof of Concept (PoC) initiatives.  Your primary focus will be on reviewing and validating project plans, timelines, status, risks, issues, and remedial actions to ensure alignment with target launch dates, ARR objectives, and sales close milestones. You will contribute accurate, executive‑ready reporting across project and program views and act as a key interface for delivery cadence, transparency, and stakeholder alignment.

Overall program strategy and execution direction are set by leadership and owned by the Principal Project Manager, responsible for translating strategy into portfolio‑level execution frameworks. This includes driving operational excellence, defining governance cadences, and establishing tooling and process standards across Monday.com, Jira, and Confluence, as well as leading continuous process improvement and change management in partnership with functional leaders.

You will work closely with the Principal Program Manager to provide independent oversight and delivery assurance, helping ensure project plans and status are credible, risk‑aware, and decision‑ready throughout the lifecycle from qualification through launch, without directly owning execution or defining program strategy.

How will you make an impact?

• Provide program-level governance oversight and delivery guidance across full lifecycle delivery (initiation → planning → execution → launch readiness → closeout) across multiple concurrent client projects/programs, ensuring adherence to best practices and delivery discipline.
• Partner closely with the Principal / Lead Project Manager and delivery owners to support and guide project teams in defining project scope and objectives; translate requirements into executable workstreams and delivery plans.
• Review, challenge, and validate detailed project schedules and plans to ensure milestones, dependencies, risks, and launch readiness activities are accurate, realistic, and aligned with reported project status.
• Partner closely with The Principal / Lead Project Manager in maintaining program‑wide visibility across multiple opportunities and workstreams, identifying cross‑project dependencies, risks, and delivery trends while promoting quality, diligence, and stakeholder alignment.
• Utilize industry best project management practices, techniques, and standards throughout project execution (Agile/Waterfall/hybrid as needed).
• Measure project/program performance to identify areas for improvement.
• Actively reconcile project plans vs reported status, ensuring risks, issues, and remediation actions are accurately reflected in program reporting.
• Perform business operations analysis to identify delivery friction, quantify impacts, and implement process improvements that increase predictability, quality, and throughput.
• Build and maintain integrated project/program plans, schedules, RAID logs, action trackers, and delivery documentation aligned with SOW/requirements and internal operating model.
• Drive strong project/program governance: streamline workflows, enforce accountability across stakeholders, and lead clear escalation paths when risks/issues threaten delivery.
• Operate and optimize program management tooling (e.g., Monday, Jira) to maintain a single source of truth across milestones, dependencies, risks, and delivery health.
• Leverage AI tools such as Microsoft Copilot or equivalent to support project tracking, reporting, insight generation, and continuous improvement of program governance processes.
• Produce and maintain program metrics and dashboards (team → program → executive level), leveraging Excel and Looker/BI to deliver actionable insights and executive views.
• Lead data analysis to validate delivery performance, uncover trends, and recommend corrective/preventative actions based on measurable indicators.
• Own capacity planning in partnership with functional leads: forecast demand, model resourcing scenarios, and proactively surface delivery constraints and mitigation plans.
• Ensure knowledge capture and operational documentation is accurate, complete, and usable (e.g., Confluence and other knowledge management tools).
• Provide structured, executive-level communications including: concise status updates, decision memos, risks/asks, and outcomes reporting suitable for senior leadership.
• Collaborate cross-functionally (Product, Engineering, Sales, Support, Partner Success, Education, Delivery) to keep execution aligned to customer outcomes and business priorities.
• Support continuous improvement of delivery standards, templates, and ways of working to improve predictability, consistency, and scalability across the program.
• And other Client Services Project Management responsibilities.

Have you got what it takes?

• Bachelor’s degree (business, operations, or related field preferred) or related degree.
• 5+ years of client-facing project/program management experience delivering complex software/SaaS initiatives; experience with CCaaS, telecoms, AI/automation, or enterprise platforms is a plus.
• Strong project management fundamentals (scope, schedule, RAID, stakeholder management, governance); able to manage multiple concurrent workstreams with tight delivery cadence.
• Experience supporting or managing pilots, Proof of Value (PoV), or Proof of Concept (PoC) initiatives in dynamic or evolving scopes.
• Proven strength in business ops analysis, process streamlining, and building scalable delivery rhythms (templates, standards, operating reviews, KPI cadences).
• Advanced proficiency in Excel (analysis, pivots, modeling) and comfort building executive-ready reporting.
• Proficiency with PM tools such as Monday and Jira; familiarity with common delivery artifacts and workflows.
• Experience with BI/reporting tools such as Looker (or equivalent) and ability to translate operational data into executive insights.
• Strong data analysis capability: trend analysis, metric definition, variance/root-cause investigation, and recommendations grounded in data.
• Capacity planning experience (demand vs. supply, utilization, scenario planning) and ability to present tradeoffs clearly.
• Strong written and verbal communication skills, including executive-level presence and concise stakeholder updates.
• Highly organized, proactive, and comfortable operating in fast-moving, ambiguous environments; able to drive clarity and accountability.
• PMP/PRINCE2 or equivalent certification is a plus.

What’s in it for you?
Join an ever-growing, market disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX! 
At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.

Requisition ID: 10951
Reporting into: Manager, Professional Services
Role Type: Individual Contributor