客户服务经理，AI，CX
Manager, Client Services, AI, CX
在NiCE，我们从不给自己设限。我们不断挑战自我，永不止步。我们志向远大，是变革者，也是一直追求胜利的人。我们设定最高标准，并超越它们。如果你和我们一样，那么我们可以为你提供一个能点燃你热情的终极职业机会。
那么，这个职位具体是做什么的？
AI PMO经理负责团队管理，同时领导面向客户的AI项目治理、交付保障和跨职能协作。该职位管理AI/机器学习（ML）项目的生命周期，确保负责任的AI实践，并与企业客户直接合作制定战略、路线图和可衡量的成果。
你将如何产生影响？
面向客户的职责
- 作为AI项目的首要高管级PMO负责人。
- 将客户的业务目标转化为AI路线图、目标与关键成果（OKRs）以及关键绩效指标（KPIs）。
- 向客户高管汇报组合状态、风险、选项和价值实现情况。
- 领导指导委员会、季度业务评审（QBR）和高管沟通。
PMO领导与治理
- 建立针对AI的PMO标准，包括AI/ML生命周期阶段门禁。
- 运行组合输入、优先级排序、资金分配和效益跟踪。
- 实施AI增强型报告、仪表盘和风险感知。
AI项目交付
- 监督AI解决方案的端到端交付，包括数据准备、模型验证、部署和采用。
- 确保符合负责任的AI原则和合规要求。
- 与数据/ML工程、MLOps、安全和业务相关方合作。
人员领导
- 领导、辅导和指导项目经理、技术项目经理和分析师。
- 管理人员配置、工作量平衡和绩效。
- 培养高绩效、以客户为中心的文化。
你是否具备这个岗位所需的素质？
- 需要计算机科学、信息科学、电子工程等技术领域或市场营销、信息系统等商业领域的学士/学士学位，或同等工作经验；MBA优先。
- 7–10年以上项目/程序管理经验；3年以上管理AI/ML项目的经历。
- 具有管理并辅导下属的明确人员领导经验。
- 有交付复杂客户导向AI项目的经验。
- 对AI/ML概念、数据治理和MLOps有深入理解。
- 具备出色的高管沟通和利益相关者领导能力。
- 持有PMP认证。
查看英文原文
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.
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.
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!
About NiCE
NICE Ltd. (NASDAQ: NICE) 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, NiCE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions.
Known as an innovation powerhouse that excels in AI, cloud and digital, NiCE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NiCE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.