Senior Specialist Program Manager, CX

So, what’s the role all about?

• The <LOB>-Lead Program management is the single-threaded owner for LOB-wide program execution, delivery governance, and operational excellence.
• This role partners directly with the VP (LOB Leader) and Senior Directors to translate strategy into executable roadmaps, ensure predictable delivery of business-critical initiatives, and build a high-performance Program Management organization within the LOB

The role acts as the execution engine of the LOB, enabling leaders to focus on strategy, product, and technology outcomes while ensuring alignment, prioritization, financials, and delivery excellence across all workstreams.

How will you make an impact?

1. Drive predictable, high-quality execution of strategic and transformational initiatives across the LOB
2. Establish strong governance, prioritization, and operate cadence across workstream(s) under LOB
3. Build and scale a high-performing Program Management organization
4. Improve transparency, decision velocity, and executive confidence in delivery

Have you got what it takes?

• 14-20 years of experience in IT industry with 8+ years of experience in hard core Software Development Project & Program management
  • Strong understanding of project management methodologies, tools, and techniques
  • Proven track record of successfully managing multiple projects and initiatives simultaneously.

1. LOB Strategy Execution & Portfolio Leadership:

• Partner with VP and Sr. Directors to translate business and technology strategy into integrated LOB roadmaps and execution plans
• Own end-to-end portfolio management: intake, prioritization, sequencing, capacity alignment, and trade-off management
• Ensure strategic initiatives are resourced, sequenced, and governed appropriately to maximize business impact

1. Program Governance & Operating Model

• Design and institutionalize LOB-wide governance covering charters, success metrics, integrated planning, dependency management, executive reviews, and escalation paths
• Establish a strong execution cadence with predictable reporting, risk surfacing, and drive decision forums
• Continuously improve PMO maturity across delivery predictability, execution quality, and cross-workstream coordination
• Act as the primary execution partner to Workstream leaders (Sr. Directors and Directors) , enabling faster decisions through clear options, risk assessments, and data-driven trade-offs
• Proactively help PMs to manage cross-workstream risks, capacity constraints, and architectural dependencies to keep large, multi-team programs stable, aligned, and outcome-focused

1. People Leadership & Capability Building

• Directly manage and mentor Program Managers aligned to each workstream
• Build a high-performance PM culture with clear expectations on:
• Ownership
• Outcome orientation
• Stakeholder partnership
• Coach PMs on advanced skills:
• Complex delivery models
• Executive communication
• Financial and risk management
• Drive career development, succession planning, and capability uplift within the PM community

1. Performance Measurement and R&D Operational Management:

• Apart from Delivery partner with VP to assist on program budgeting, vendor/partner engagement, capacity optimization, and re-prioritization, ensuring investments remain aligned to the highest business-value initiatives  (Capitalization, Cost-AWS & Others..)
• Define and track LOB-level execution KPIs (delivery predictability, milestone health, risk trends, resource utilization) and provide executive-ready insights to drive timely leadership decisions on risks, trade-offs, and funding shifts

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.

Req ID : 10013
Reporting into: VP, Engineering, CX
Role Type: Individual Contributor