At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com.
Overview of Job Function:
The Director, PMO - CALA is a senior leadership role responsible for overseeing the Verint Project Management Office (PMO) and delivery execution across the Caribbean and Latin America (CALA) region. This leader drives project excellence, ensures consistent delivery standards, and proactively manages escalations to protect customer relationships and business outcomes. The Director will lead a high performing, multidisciplinary delivery organization across the region, strengthen operational efficiency, and elevate customer satisfaction. The role requires deep regional expertise, strong cross-functional collaboration, and the ability to communicate corporate objectives while aligning them to CALA specific needs and market dynamics.
Principal Duties and Essential Responsibilities:
- Take ownership of escalations across the delivery organization, serving as the senior point of contact for critical customer and project challenges and driving swift, effective resolution while maintaining customer trust.
- Develop and implement the vision, strategy, and governance framework for the regional delivery organization to enhance execution quality, operational efficiency, and consistency.
- Establish and enforce delivery methodologies, standards, and best practices across all professional services engagements to ensure high quality solutions that exceed customer expectations.
- Oversee the execution of complex, high value customer programs, ensuring delivery is on time, within scope, and within budget across all delivery disciplines.
- Lead, manage, and motivate a multidisciplinary delivery team, fostering a high-performance culture centered on problem solving, accountability, and customer advocacy.
- Oversee the selection, performance management, development, mentoring, and coaching of delivery leaders and staff across the region.
- Lead Business Reviews with strategic customers, providing insights into delivery performance, risks, and strategic recommendations.
- Serve as a strategic advisor to internal and external stakeholders, ensuring alignment between delivery execution and broader business objectives.
- Drive stakeholder engagement by producing monthly executive dashboards summarizing the health of critical accounts, delivery performance, and escalations.
- Act as the senior escalation point for delivery related issues, ensuring timely resolution and strong customer satisfaction.
- Build and maintain strong relationships with key customers, ensuring a proactive approach to issue management and long term customer success.
- Drive continuous improvement initiatives by developing strategic plans to enhance processes, team efficiency, delivery quality, and overall customer outcomes.
- Implement delivery tracking and reporting systems to automate real-time visibility into project status, resource utilization, and escalations.
- Integrate BI tools and data analytics to enhance decision making, optimize resource planning, and improve delivery predictability.
- Operate effectively within a matrixed global environment, aligning priorities, resolving complex challenges, and advancing key business objectives across regions and functions.
- Effectively forecast the recognition of non-recurring Professional Services revenue by the regional delivery team to senior services leaders.
Minimum Requirements:
- Bachelor’s degree or equivalent work experience required
- Minimum of 8 years demonstrated leadership experience with proven success in performance management and professional services team development
- 12+ years’ experience in a software, systems integrator, technology‑related, Services, or customer experience/contact center organization
- Strong demonstrated experience leading global enterprise deployments with 5K+ seats
- Extensive experience leading project portfolios with large enterprise companies.
- Proven success in managing global teams with hybrid onshore/offshore resourcing
- Strong business acumen with a consulting mindset and ability to align project execution with strategic goals.
- Demonstrated ability to take full ownership of project escalations, working effectively to resolve issues and maintain stakeholder confidence.
- Exceptional interpersonal, oral, and written communication skills to engage both technical and business audiences.
- Strong relationship-building skills with the ability to influence and collaborate at all levels, including C-suite executives.
- Exceptional team management skills, technical skills and customer-facing skills
- Strong understanding of developing performance goals and performance metrics to measure strategy and objective success
- Ability to work effectively across organizational, functional, and geographic boundaries to solve problems, share information, and drive results.
- Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
- Master’s Degree in Business Administration
- Active PMP or PMI equivalent certification
- Background in SaaS / CCaaS / CX / Enterprise Platform Software
- Experience delivering and managing customer engagement solutions for large enterprises
- Ability to speak and write English, Spanish and Portuguese Fluently.
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
For US Applicants
2025 Benefits Offering
Skills Required
- Bachelor's degree or equivalent work experience
- Minimum of 8 years demonstrated leadership experience in performance management and professional services team development
- 12+ years' experience in software, systems integrator, technology-related, services, or customer experience/contact center organization
- Experience leading global enterprise deployments with 5K+ seats
- Extensive experience leading project portfolios with large enterprise companies
- Proven success managing global teams with hybrid onshore/offshore resourcing
- Ability to take full ownership of project escalations and resolve issues effectively
- Exceptional interpersonal, oral, and written communication skills for technical and business audiences
- Strong relationship-building skills and ability to influence at all levels including C-suite
- Exceptional team management, technical, and customer-facing skills
- Strong understanding of developing performance goals and metrics to measure strategy and objective success
- Ability to work effectively across organizational, functional, and geographic boundaries
- Successful completion of background screening (employment verifications, criminal search, OFAC, SS verification, credit and drug screening where applicable)
- Master's Degree in Business Administration
- Active PMP or PMI equivalent certification
- Background in SaaS / CCaaS / CX / Enterprise Platform Software
- Fluency in English, Spanish and Portuguese
Verint Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Verint and has not been reviewed or approved by Verint.
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Strong & Reliable Incentives — Feedback suggests incentive compensation for go-to-market roles is structured competitively, with attractive on-target earnings cited in sales. Variable or bonus pay appears to be part of the package in several tracks.
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Leave & Time Off Breadth — Feedback suggests paid time off and holidays are a strength, with generous PTO and personal holidays frequently highlighted. Flexible work schedules and remote/hybrid options further support time away and balance.
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Parental & Family Support — Employer materials highlight company-paid parental leave, adoption assistance, and fertility support. Feedback suggests these family-oriented programs are part of a comprehensive global offering.
Verint Insights
What We Do
Verint® helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. With this approach, brands can navigate and thrive as they adapt to the future of work, eliminate the inefficiencies created by organizational and data silos, and consistently deliver differentiated experiences at scale across every interaction. Our solutions help brands close the gap created when they lack the resources required to deliver experiences that fulfill customer expectations. Closing this Engagement Capacity Gap™ helps them build lasting relationships with customers and drive real business results. The Verint Customer Engagement Platform draws on the latest advancements in artificial intelligence and analytics, open integration, and the science of customer engagement to meet ever-increasing, ever-shifting consumer interactions and demands. We help our customers to drive even greater value from their technology investments by working closely with a broad ecosystem of solutions and partners. With Verint, brands can finally unlock the potential of customer engagement across every area of the business to deliver consistently differentiated experiences to their customers and employees, and do so at scale to realize tangible business results. Global Presence • Headquartered in Melville, N.Y., with 40+ offices worldwide • Powered by 4,500 dedicated professionals and a global partner network Closing the Engagement Capacity Gap Brands today are challenged to deliver quality customer experiences across dozens of engagement channels, hundreds of customer journeys, and millions of interactions – all with the same team and resources. This results in an Engagement Capacity Gap. Verint solutions are uniquely geared toward closing this gap. More than 10,000 organizations in over 175 countries—including more than 85 percent of the Fortune 100 — rely on Verint. To learn more, visit: www.verint.com
