Manager, Client Services, AI, CX
Full-time
NICE
Role Description
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.
Qualifications
- 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.
Benefits
- Join an ever-growing, market disrupting, global company.
- Work in a fast-paced, collaborative, and creative environment.
- Endless internal career opportunities across multiple roles, disciplines, domains, and locations.
- Opportunity to learn and grow every day.
Vacancy posted 3 days ago
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