Manager, Customer Service
brookfield
Manager, Customer Service
nice· CX Americas, Management
About this role
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.
Manager, Customer Service: Lead end-to-end deployment of largescale SaaS platforms across enterprise contact centers, ensuring on time delivery and seamless account onboarding. Oversee integrations with CRM and cloud telephony platforms including Zendesk, Salesforce, Amazon Connect, and other contact center technologies. Drive cross functional collaboration with Product, Engineering, and Customer Success teams to optimize system performance, customer onboarding, and solution adoption. Serve as a strategic partner for enterprise customers, ensuring successful deployments, customer satisfaction, and long-term retention. Manage deployment and optimization of Workforce Management (WFM) and Quality Management (QM) software, improving forecasting, scheduling, and agent performance. Design, implement, and maintain customer service workflows across omnichannel ecosystems (voice, chat, email, and social). Deliver performance improvements through operational analytics, process standardization, and automation initiatives. Lead strategy and execution for AI driven service initiatives including chatbot development, conversational AI workflows, and machine-learning-based automation. Collaborate with technical teams to design and deploy intelligent support solutions that improve CSAT, resolution time, and operational efficiency. Identify emerging CX technologies and drive the adoption of modern tools and AI capabilities. Manage and mentor technical engineers across North America, the EU, and APAC regions. Oversee hiring, training, performance coaching, and professional development for service delivery and technical teams. Establish KPIs, quality standards, and service excellence benchmarks across all regions.
Hybrid telecommuting permitted pursuant to company policy.
Minimum requirements: Master’s degree or foreign equivalent in Information Systems, Computer Science, or related field, plus 5 years of experience in the job offered or related occupation.
Must have experience with the following:
- working in Service, Customer Success, or Contact Center–related industries;
- leading largescale SaaS deployments in enterprise environments;
- CRM systems (Zendesk, Salesforce, and Amazon Connect);
- voice/telephony platforms;
- deploying and managing Workforce Management (WFM) and Quality Management (QM) platforms in the contact center space;
- conversational AI and customer service automation, including building and deploying chatbots and AI workflows to facilitate ticket deflection and self-service automation;
- managing global teams;
- project management; and
- stakeholder management and cross-functional collaboration
Salary: $214,386.00 to $321,579.00 per year
Click apply or send resume to marian.alvarado@nice.com. An EOE.
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.
Frequently Asked Questions
What is the salary for the Manager, Customer Service role at nice?
The listed salary for this Manager, Customer Service position at nice is USD 214K–322K. This is an full-time role.
Where is the Manager, Customer Service position at nice located?
This Manager, Customer Service role at nice is based in USA - Richardson, TX. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the Manager, Customer Service at nice belong to?
This Manager, Customer Service position is part of the CX Americas, Management department at nice. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Manager, Customer Service position at nice?
Click the "Apply Now" button on this page. You will be redirected to nice's official application portal hosted on greenhouse where you can submit your application directly.
When was the Manager, Customer Service job at nice posted?
This Manager, Customer Service position at nice was posted on Aug 18, 2026. Apply as soon as possible — early applications are often reviewed first.
Manager, Customer Service
nice · 💰 USD 214K–322K
You'll be redirected to nice's official application page on Greenhouse.