Customer Experience Manager

2 Months ago • 3 Years + • Customer Service

Job Summary

Job Description

NiCE is seeking a Customer Experience Manager to ensure major corporate initiatives are organized, structured, defined, and delivered on time. This role involves interfacing with multiple departments, translating business requirements into technical specifications, and tracking/reporting project measurements. The Customer Experience Manager will support NICE in delivering quality services by implementing best practices, identifying potential problems, and assisting with large company initiatives. Key responsibilities include supporting delivery elements, creating cost/benefit analyses, defining project scope and requirements, identifying process improvements, and driving automation. The role also involves determining performance metrics, acting as a business analyst, and serving as a liaison between business stakeholders and the development team. Effective communication with stakeholders and executives regarding project status is crucial.
Must have:
  • Bachelor's degree or equivalent experience
  • 3+ years in business analysis or project management
  • Excellent customer service and people skills
  • Experience with MS Project and Visio
  • Data analysis and interpretation
  • Excellent problem-solving skills
  • Ability to meet deadlines
  • Effective communication and interpersonal skills
  • Ability to manage multiple projects
  • Ability to interpret technical information for non-technical audiences
Perks:
  • NICE-FLEX hybrid model (2 days in office, 3 days remote)
  • Opportunity to learn and grow in a market-disrupting global company
  • Fast-paced, collaborative, and creative environment
  • Endless internal career opportunities

Job Details

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 primary purpose of the Customer Experience Manager is to ensure that major corporate initiatives are organized, structured, defined, and delivered within specified time frames. The position requires interfacing with multiple departments, creating, and/or translating business requirements into the technical specifications necessary for the development resources to scope and deliver for any system or functional delivery. This position plays a key role in organization, tracking, and reporting defined project measurements and to analyze delivery and process metrics. The end result is keeping team members focused and on track to deliver results as specified by senior management.

In this role, the candidate will help NICE deliver quality services by helping them to flow our best practices, and by spotting potential problem areas and helping the teams resolve them. The role will work closely with the Senior Business Analysts, Project Managers, and Senior Management to assist and support large company initiatives as needed.

How will you make an impact?

  • Support, develop, and organize required delivery elements, via requirement documentation, process flows, user stories, as well as identifying capital and resource requirements for small and medium IT projects.
  • Creating cost/benefit analyses in support of corporate projects, while providing methods for management to assess the financial impact of a decision to the bottom line.
  • Work with business units to define and document project scope, requirements, timelines, and expectations and to report potential conflicts with other units to management for evaluation.
  • Identify project priority conflicts and report any issues affecting overall project delivery.
  • Create as-is process maps and identify process improvements.
  • Drive process automation and simplification projects
  • Determine reasonable performance metrics, service levels and operating levels.
  • Work as a business analyst to identify key functional elements and requirements, as well as developing processes and procedures for reporting to management the results of implemented projects for evaluation.
  • Work as a key interface point for business stakeholders, project submitters, and the development team to identify, discuss, and resolve any issues related to functional system delivery.
  • Communicate project status to stake holders and executives.
  • Create Visio and network diagrams.

Have you got what it takes?

  • Bachelor’s degree in business management, Information Systems a similar field, or equivalent work experience required
  • 3+ years of experience in business analysis and/or project management
  • Excellent customer service and people skills
  • Experience using MS Project, and Visio
  • Data analysis and interpretation
  • Excellent problem solving skills.
  • Ability to meet deadlines.
  • Effectively communicate and have interpersonal skills.
  • Ability to manage multiple projects at one time.
  • Ability to work with and to interpret technical information to non-technical individuals​.

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!

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.

Requisition ID: 7436
Reporting into: 
Manager, Customer Experience
Role Type: Individual Contributor

 

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.

 

Similar Jobs

Tesla - Operations Coordinator

Tesla

Vienna, Vienna, Austria (On-Site)
6 Months ago
Voki games - Engineering Manager

Voki games

Kyiv, Kyiv City, Ukraine (Remote)
3 Weeks ago
Square - Manager, Consumer Business Partner

Square

Charlotte, North Carolina, United States (Hybrid)
3 Weeks ago
Oliver Plus - Senior CG Motions Artist

Oliver Plus

India (Remote)
2 Months ago
Ziff Davis - Qualified Accountant

Ziff Davis

Dublin, County Dublin, Ireland (On-Site)
3 Weeks ago
Gloss Genius - Customer Support Expert

Gloss Genius

Canada (Remote)
3 Weeks ago
Wrike - Enablement Business Partner – Customer Solutions & Innovation

Wrike

Prague, Prague, Czechia (Hybrid)
3 Weeks ago
 Many Chat  Inc  - Customer Success Manager

Many Chat Inc

State Of São Paulo, Brazil (Hybrid)
3 Weeks ago
Enphase Energy - Customer Service Manager

Enphase Energy

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Miro - Strategic Customer Success Manager

Miro

London, England, United Kingdom (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

dream heaven - Senior Product Marketing Manager

dream heaven

Irvine, California, United States (On-Site)
3 Months ago
SBM Management - Assistant Operations Manager - MIT

SBM Management

Boise, Idaho, United States (On-Site)
3 Months ago
Rackspace Technology - Senior Cloud Infrastructure Engineer (AWS/Azure)

Rackspace Technology

Germany (Remote)
3 Weeks ago
London stock Exchange - Senior Manager - Risk Coverage

London stock Exchange

London, England, United Kingdom (On-Site)
1 Month ago
Unity - Account Manager

Unity

Seoul, South Korea (On-Site)
2 Months ago
Diligent Corporation - Director, Product Management – Agentic AI Platform

Diligent Corporation

New York, United States (Hybrid)
1 Month ago
FICO - Principal Analyst - Software Business Strategy

FICO

United States (Remote)
1 Year ago
WebMD - Senior Program Manager (Salesforce CPQ & Go-to-Market Operations)

WebMD

Yardley, Pennsylvania, United States (Hybrid)
2 Months ago
Greenworks Sunrise Global Marketing - Supply Chain Manager - Mass Retail

Greenworks Sunrise Global Marketing

Mooresville, North Carolina, United States (On-Site)
3 Weeks ago
Shield AI - Technical Program Manager (R3262)

Shield AI

Washington, District Of Columbia, United States (On-Site)
3 Weeks ago

Get notifed when new similar jobs are uploaded

Jobs in Manila, Metro Manila, Philippines

ISS Stoxx - Executive Compensation Analyst (Equity Plan Review & Analysis)

ISS Stoxx

Makati City, Metro Manila, Philippines (Hybrid)
2 Months ago
NinjaVan - Digital Marketing Lead

NinjaVan

Makati City, Metro Manila, Philippines (Hybrid)
10 Months ago
PwC - B&C Specialist (Proby)

PwC

Pasig, Metro Manila, Philippines (On-Site)
9 Months ago
PwC - Executive Secretary 1

PwC

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago
hogarth - Head of Digital Technology

hogarth

Manila, Metro Manila, Philippines (On-Site)
3 Weeks ago
tic toe games - Game Producer

tic toe games

Philippines (Remote)
3 Months ago
Ubisoft - 3D Art Intern

Ubisoft

Taguig, Metro Manila, Philippines (On-Site)
2 Months ago
IGG - Games Account Supervisor

IGG

Manila, Metro Manila, Philippines (On-Site)
9 Months ago
bytedance - Country Director, Financial Services - Global Payment

bytedance

Taguig, Metro Manila, Philippines (On-Site)
8 Months ago
PwC - SAP Basis Manager

PwC

Makati City, Metro Manila, Philippines (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

beghou consulting - Technical Support Associate

beghou consulting

Hyderabad, Telangana, India (Hybrid)
1 Month ago
Figma - Enterprise Support Specialist, French Speaking

Figma

United States (Remote)
3 Weeks ago
bytedance - Customer Success Manager, Vietnam, Lark APAC

bytedance

Ho Chi Minh City, Ho Chi Minh City, Vietnam (On-Site)
6 Months ago
Tesla - Customer Experience Specialist, Vehicle Handover

Tesla

England, United Kingdom (On-Site)
6 Months ago
GoDaddy - Desktop Support Technician

GoDaddy

Belgrade, Serbia (On-Site)
1 Month ago
Veeam Software - Customer Success Strategic Representative with German

Veeam Software

Warsaw, Masovian Voivodeship, Poland (Hybrid)
3 Weeks ago
London stock Exchange - Associate Specialist - Customer Support

London stock Exchange

Taguig, Metro Manila, Philippines (On-Site)
1 Month ago
Hyperhug - Customer Support Specialist

Hyperhug

Cyprus (Remote)
1 Month ago
entrata - Insurance Customer Service Representative

entrata

Lehi, Utah, United States (Hybrid)
2 Months ago
USE Insider - Customer Success Manager

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
10 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

United States (Remote)

Pune, Maharashtra, India (Hybrid)

Manila, Metro Manila, Philippines (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Pune, Maharashtra, India (Hybrid)

Richardson, Texas, United States (Hybrid)

Southampton, England, United Kingdom (Hybrid)

View All Jobs

Get notified when new jobs are added by Nice

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug