Manager, Client Services, AI, CX

About this role

At NiCE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you. So, what’s the role all about? 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. Have you got what it takes? 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. 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.