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At Verint, we believe customer engagement is the core of every global brand. Our mission is to help organizations elevate Customer Experience (CX) and increase workforce productivity by delivering CX Automation. We hire innovators with the passion, creativity, and drive to answer constantly shifting market challenges and deliver impactful results for our customers. Our commitment to attracting and retaining a talented, diverse, and engaged team creates a collaborative environment that openly celebrates all cultures and affords personal and professional growth opportunities. Learn more at www.verint.com .
Overview of Job Function:
The Director, Client Delivery Experience is a key leadership role responsible for overseeing the Verint Project Management Office (PMO) within the Services organization. This individual will drive project execution excellence, ensuring best-in-class project management practices while proactively managing and resolving escalations. A critical aspect of this role is taking full ownership of escalations, working cross-functionally to address challenges, and ensuring swift resolution to protect customer relationships and business outcomes. The Director will lead a high-performing team of project and program managers, improve operational efficiency, and enhance customer satisfaction. They will also serve as a strategic advisor, effectively communicating corporate objectives and ensuring alignment across the organization.
Principal Duties and Essential Responsibilities:
Take ownership of escalations, acting as the primary senior point of contact for critical project challenges and working swiftly to drive resolution while maintaining customer trust.
Develop and implement the vision, strategy and governance framework for the PMO to enhance project delivery and operational efficiency.
Establish and execute project management delivery methodologies, standards, and best practices across all professional services engagements to ensure consistent, high quality business solutions that exceed customer expectations.
Oversee the execution of complex, high-value projects and programs, ensuring they are delivered on time, within scope and within budget.
Lead, manage and motivate the Services PMO team, fostering a high-performance culture with a strong focus on problem-solving and customer advocacy.
Oversee the selection, performance management, development, mentoring and coaching of PMO managers and staff.
Lead on-site Monthly Business Reviews (MBRs) with critical customers, providing in-depth insights into project performance, risks, and strategic recommendations.
Serve as a strategic advisor to internal and external stakeholders, ensuring alignment between project execution and business objectives.
Drive stakeholder engagement by producing monthly executive dashboards summarizing the state of critical projects and accounts.
Act as a senior escalation point for critical project issues, ensuring swift resolution and stakeholder satisfaction.
Build and maintain strong relationships with key customers, ensuring a proactive approach to issue management and customer success.
Drive continuous improvement initiatives by developing strategic plans to enhance processes, team efficiency, and overall project outcomes.
Implement project tracking systems to automate real-time reporting on critical projects and escalations.
Integrate BI tools and data analytics to enhance decision-making and optimize resource planning.
Work effectively within a matrixed environment to align priorities, solve complex problems, and achieve key business objectives.
Minimum Requirements:
Bachelor’s degree or equivalent work experience required
Minimum of 8 years demonstrated leadership experience with proven success in performance management and professional services team development
12+ years’ experience working in a software/systems integrator/technology-related or Services field.
Strong demonstrated experience leading global enterprise deployments with 5K+ seats
Extensive experience leading project portfolios with Fortune 100 companies.
Proven success in managing global teams with hybrid onshore/offshore resourcing
Strong business acumen with a consulting mindset and ability to align project execution with strategic goals.
Demonstrated ability to take full ownership of project escalations, working effectively to resolve issues and maintain stakeholder confidence.
Exceptional interpersonal, oral, and written communication skills to engage both technical and business audiences.
Strong relationship-building skills with the ability to influence and collaborate at all levels, including C-suite executives.
Exceptional team management skills, technical skills and customer-facing skills
Strong understanding of developing performance goals and performance metrics to measure strategy and objective success
Ability to work effectively across organizational, functional, and geographic boundaries to solve problems, share information, and drive results.
Successful completion of a background screening process including, but not limited to, employment verifications, criminal search, OFAC, SS Verification, as well as credit and drug screening, where applicable and in accordance with federal and local regulations
Preferred Requirements:
Master’s Degree in Business Administration
Active PMP or PMI equivalent certification
Background in SaaS / CCaaS / CX / Enterprise Platform Software
Experience delivering and managing customer engagement solutions for large enterprises
Verint Systems Inc. is an equal opportunity employer and is committed to maintaining a workplace free from discrimination, retaliation, and sexual and any other form of harassment. Verint has a zero-tolerance policy against any form of discrimination, retaliation, or harassment including sexual harassment or any other form of harassment based on race, color, religion, sex, age, national origin, genetic information, disability, veteran status, and any other classification or characteristic protected by applicable federal, state or local laws. Verint operates in accordance with all anti-discrimination laws and affords equal opportunities to employees and applicants without regard to any characteristic or protected class in our hiring, promotion and termination practices.
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