• Senior Manager PMO

    Location US-NJ-Mahwah | US-WA-Seattle | US-CA-Agoura Hills
    Job ID
    1-39051
    Category
    Professional Services - Software Development or Programming
    Pos. Type
    Full Time
    Remote
    No
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.

     

    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.

     

    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

    Job Summary

    The Professional Services Sr. Manager and her/his direct reports will guide Nuance’s Enterprise customers through the Requirements, Design, Implementation, Deployment and Stabilization phases bringing cutting-edge Virtual Assistant and Live Chat solutions to top tier Enterprises. The role will expose you to evolving, leading edge technologies that are changing the way humans and automated systems interact in everyday life.

    The Sr. Manager reports to the Director of Professional Services for NA Digital Solutions. She/He oversees the execution and completion of delivery projects for Enterprise Professional Services, specifically Digital Solutions. Manages a team of Project Managers who lead projects supporting the company-client relationship, ensuring customer satisfaction. Provides budget analysis, labor planning, and coordination of activities between client and company personnel. Monitors project completion from initiation through delivery to meet revenue and cost projections. Works with cross departmental teams to resolve issues impacting project delivery and/or customer satisfaction.

     

    Principal duties and responsibilities:

    • Manage a geographically dispersed team of Project Managers who are managing the design, delivery and success of Virtual Agents and Live Chat solutions for some of the largest US and Global enterprises using our core technologies including natural language understanding and AI
    • Gain a thorough understanding of relevant Nuance technologies and deploy that knowledge with hands on management of engagements
    • Gain a thorough understanding of core Nuance client management, budgetary and departmental processes/standards to lead successful projects and programs and ensure the team successfully demonstrates these
    • Gather and provide required departmental data in support of Operational Reviews
    • Support Sales group with functions such as estimates, RFP support, SOW and HSO reviews
      Ensure Project Managers fulfill compliance requirements around financial forecasting, process reviews, mandatory trainings and the like
    • Complete accountability for end-to-end Account success and satisfaction throughout the entire project lifecycle
    • Fulfill the Vision, Mission and KPIs as set forth by Sr. Management
    • Drive customer satisfaction as a primary goal
    • Fulfill and provide input on near and long-term vision for the Professional Services group
    • Execute and help refine best practice implementation programs and consistency across the group
    • Work closely with members of the Sales team to coordinate successful implementations and referenceable account
    • Resolve customer escalations, questions, complaints and requests
    • Lead the Team in recurring cross project review meetings

    Education: Bachelors degree in Computer Science or Information Technology or related field and/or comparable/relevant work experience

     

    Minimum years of work experience: 10+ years of external Client Management (Account Management and Project Management) in Professional Services environment working directly with customers, 5+ years in a lead role within a Project Management Office, and 5+ years of prior personnel management experience.

    Required skills:

    • Must possess a passion for Project Management
    • Experience in one or more the following technology sectors – Virtual Assistants, Live Chat, IVR, or SaaS solutions,
    • Domain knowledge in Customer Care/Contact Centers
    • Ability to coach, develop, and mentor high performing teams
    • Able to build professional/trusting client relationships
    • Ability to effectively lead a geographically dispersed team
    • Ability to appropriately prioritize competing departmental priorities
    • Ability to drive continuous improvement in the team, processes, and the way work is done
    • Highly effective at presenting information to customers, Executive Management, and peers using appropriate communication methods
    • Solid analytical approach to problems and problem solving
    • Skilled at understanding and interpreting client requirements, goals and business objectives within the context of projects
    • Highly independent and capable of fulfilling multiple commitments (internal & external) concurrently
    • Able to learn and acquire new technical skills as Nuance technologies evolve
    • Ability to scope and estimate opportunities, incorporating existing and emerging technologies, taking technical, business, cost, and time constraints into consideration
    • Proficiency in standard business tools (Excel, MS Project, etc)

    Preferred skills:

    • Prior hands on technical experience
    • Experience working with large Enterprise customers
    • PMP Certified

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  

     

    Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.

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