So, what’s the role all about?

Cross CX Program Management is central to how NICE's CXone platform unifies dozens of products and acquisitions into one seamless customer experience. Our Program Managers, based across our global organization, are the ones who turn that ambition into structured, delivered work.

As Manager, you will lead this global group of Program Managers and own the day-to-day management of the projects they run - making sure the right things are on track, addressed on time, and managed to a high standard, everywhere they operate.

This is an operational management role: you are responsible for ensuring that projects - particularly those that are high-impact, high-risk, or business-critical - are managed in line with the program methodology and strategic direction set.

In addition, the group is responsible for managing R&D tools and driving changes to existing R&D processes.

How will you make an impact?  

• Manage the day-to-day — oversee your group's portfolio of programs and projects, making sure execution stays on track and issues are surfaced and addressed on time.
• Lead and develop your people — manage, coach, and grow the Program Managers in your group, including performance management and career development.
• Ensure consistent execution — hold a high, consistent bar for how programs are run and reported on across the group.
• Manage R&D processes and tooling — own this additional area of responsibility, making sure the tools and processes R&D relies on are well managed and continuously improved.
• Partner across the organization — work closely with Product, Engineering, and other stakeholders to keep programs moving and unblock issues as they arise.

Have you got what it takes?

• 10–12+ years leading complex, cross-functional programs in a software or technology environment.
• 4+ years directly managing program or project managers, ideally within a global or distributed organization.
• Proven track record delivering large-scale, cross-product or cross-functional initiatives.
• Familiarity with AI-driven or automation tools for program/portfolio management.
• Strong people-management skills: hiring, coaching, and performance management.
• Exceptional stakeholder management and executive-level communication.
• Ability to build governance and process structure in ambiguous, fast-evolving environments.
• Strong analytical, organizational, and prioritization skills across a broad program portfolio.
• Equally comfortable doing hands-on program work and people leadership.
• Fluent English, written and spoken.

Education

• University degree, preferably in Industrial Engineering, Information Systems, Computer Science, or a related field; MBA an advantage.

You will have an advantage if you also have:

• Familiarity with R&D tooling (e.g., Atlassian/JIRA, static code analysis, build tools).
• System analysis background.
• Prior experience working within an R&D organization.
• PMP, or equivalent program/project management certification.
• Background in SaaS, CX, or contact center technologies.
• Experience with security, compliance, or enterprise-scale customer requirements.

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.

#LI-Hybrid

Requisition ID: 11489

Reporting into: Director, R&D Operations, CX

Role Type: People Manager