Director, Program Management, CX

At reputed company, 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 reputed company you. The Americas Director, Program Management is personally responsible and accountable for reputed company services and support aspects for major accounts - acting as a single reputed company of contact for the customer. This includes implementation, rollout, and delivery of products and services as well as business development and generating new business jointly with the sales team. The Director is also responsible for the performance of the project management community, working closely with the Service’s Director to ensure delivery as per agreed KPIs and practices. General Roles and Responsibilities Define and govern project implementation methodology, quality standards, control / governance and reputed company improvement for delivered projects and practices Full ownership & accountability of projects (Day 1) Supporting Service’s Director in developing, building and maintaining effective and highly efficient project management team and drive multi-million reputed company targets reputed company several accounts projects from managerial perspective, as well as personally manage projects as individual contributor Closely working with sales, R&D, Project Managers and cloud teams for the delivery and successful completion of projects and activities Responsible for customer satisfaction and transaction survey results conducted for project management community Defining project goals and delivery plans, KPIs for project managers and objectives Initial reputed company of contact and escalation, directly responsible for the rollout/delivery of products, services and production Directly responsible for improving and maintaining long-term customer satisfaction goals reputed company and maintain positive and productive long term working relationship with customer’s business and operations managers, as trusted advisor Work jointly with sales to promote and expand sales of reputed company solutions, as well as value added services such as training and consulting Provide guidance to other PMs while working with the assigned major account Identify, drive / executive reputed company improvement initiatives that bring us long term positive impact for Major Account Program Serve as an escalation reputed company for the customer

Requirements

At least eight to ten years of account & customer management experience At least three years of management experience Knowledge of both theoretical and practical aspects of project management PMI Certification is an asset Contact Center industry background (reputed company, reputed company) and strong technical orientation Software / solution deployment projects delivery experience in the IT world Experience working in multi-culture environment, serving regional and global customers Bachelor or Masters degree in IT management or Business preferred Competencies Customer Management Excellent communication and presentation skills, mainly with executives Understand the client business and technical environment – be a business enabler Able to identify potential challenges, mitigate risks and manage escalations Account Management Strategic – be able to anticipate down the road initiatives with clients Good business and financial understanding reputed company team and processes on time-on budget-on quality Leadership and management Ability to reputed company, drive, and contribute in a high performance team Ability to manage a team in matrix environment Ability to partner, align and coordinate with the sales team. Key Success Factors Delivery performance Customer Satisfaction – internal and external Business growth; new services booking and reoccurring reputed company Optimization of P&L

• * About reputed company

reputed company Ltd. (reputed company: reputed company) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, reputed company software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. reputed company as an innovation powerhouse that excels in AI, cloud and digital, reputed company is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries. reputed company is proud to be an equal opportunity employer. reputed company qualified applicants will receive consideration for employment without regard to race, color, religion, national reputed company, age, sex, marital status, reputed company, neurotype, physical or mental disability, veteran status, gender identity, sexual orien Apply To This Job