Senior Program Manager, CX

So, what’s the role all about?

As a Senior Program Manager on the Cross-CX team, you’ll operate at the intersection of product strategy, engineering execution, and customer-critical initiatives—helping unify a platform built from dozens of products and acquisitions into a seamless experience.

You’ll lead some of our most complex, high-visibility programs, including:

• Large-scale, cross-product customer initiatives
• Security-driven engineering efforts tied to top enterprise clients
• Platform-wide transformation projects where there is no established playbook

This role is ideal for someone who thrives in ambiguity, complexity, and influence without authority—and who is energized by building something new while delivering today.

How you’ll make an impact

• Turn complexity into clarity
  Translate high-level customer and business needs into structured, actionable plans across multiple product and engineering teams
• Lead cross-functional execution
  Drive alignment across Product, Architecture, R&D, Security, and Executive stakeholders
• Own delivery outcomes
  Identify risks early, remove roadblocks, and ensure programs stay on track
• Balance strategy and execution
  Shift seamlessly between executive-level communication and hands-on delivery
• Drive security and critical initiatives
  Lead response and execution for high-priority, customer-driven security requirements
• Create structure where none exists
  Establish processes, governance, and best practices in an evolving organization
• Influence without authority
  Inspire action and alignment across teams that don’t report to you

What makes this role exciting

• High visibility: Partner directly with senior leaders across Product and R&D
• High impact: Work on initiatives that matter most to our largest customers
• Uncharted territory: Help build and shape a newly formed, highly strategic team
• Career growth: We’re hiring for potential—this role is a pathway to bigger leadership opportunities
• Platform-level impact: Play a key role in unifying a complex, global product ecosystem

Have you got what it takes?

Core experience

• 12+ years leading complex, cross-functional programs in a software or technology environment
• Proven success delivering large-scale initiatives across Product and Engineering
• Experience in Agile/Scrum environments (Scrum Master experience a plus)
• Strong ability to translate business needs into technical execution

Key capabilities

• Exceptional stakeholder management and influence skills
• Proven ability to operate in ambiguity and create structure
• Strong executive communication and storytelling
• Ability to drive outcomes without direct authority
• Highly organized with strong attention to detail

Technical & domain exposure

• Background in SaaS, CX, AI, or contact center technologies preferred
• Experience with security, compliance, or enterprise-scale customer requirements is a plus
• Familiarity with emerging AI technologies and automation tools is highly valued

Who will thrive here

• You enjoy solving complex, high-stakes problems
• You’re energized by fast-paced, high-visibility work
• You take ownership and create momentum
• You’re equally comfortable with executives and engineers
• You’re looking for a role that will challenge and grow you

What’s in it for you?

• Join a market-leading, global technology company
• Work alongside high-performing, collaborative teams
• Gain exposure to strategic, executive-level initiatives
• Unlock career growth and internal mobility opportunities

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.