Lead Client Services Project Manager, CX

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.

Role Description:

• Manage high‑visibility software and AI/GenAI projects, ensuring alignment with scope, timelines, and customer expectations.
• Manage project plans, schedules, RAID logs, and core project documentation.
• Provide consistent communication with executive leadership.
• Drive ownership, accountability, and escalation management.
• Guide teams through the full project lifecycle.
• Mentor project managers and support PMO best‑practice maturity.
• Navigate shifting priorities and adjust delivery approaches as needed.

AI Project Delivery Experience (Required) 

• Led end‑to‑end delivery of conversational AI, LLM, and NLU solutions across scoping, execution, UAT, and deployment.
• Assessed AI use cases and evaluated data readiness, including ingestion, quality, labeling, and dependency tracking.
• Collaborated with engineering, product, R&D, and presales teams to validate model accuracy, output quality, and overall performance.
• Set and managed customer expectations while coordinating cross‑functional delivery across technical and business teams.
• Identified and mitigated AI‑specific risks such as model drift, hallucinations, data issues, and expectation misalignment.
• Applied hands‑on prompt engineering with a clear understanding of prompting limitations and optimization strategies.
• Leveraged AI tools in daily workflows for automation, data analysis, content generation, and quality validation.
• Defined and monitored AI performance KPIs, translating metrics (e.g., accuracy, containment, hallucination rate, latency, cost per inference) into actionable insights.
• Managed AI cost drivers, e.g. token usage, model selection, prompt structure, and architecture optimization for efficiency and performance.
• Ensured compliance with AI safety, governance, and security standards, implementing guardrails, redaction practices, and structured evaluation frameworks.

PM Experience:

• 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.

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! 

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.
This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.​