NICE Names Former Disney and Meta Executive Arun Chandra as COO to Steer AI-First Global Customer Operations

Leadership Move Aims to Accelerate AI-Driven Customer Experience Strategy

NICE (NASDAQ:NICE), recognized as a global leader in AI-powered customer experience solutions, has announced the appointment of Arun Chandra as Chief Operating Officer, effective December 1, 2025. Chandra steps into this newly created role to head NICE’s Global Customer Operations division—a move that’s positioned to boost the company's operational alignment, execution, and focus on customer outcomes.

Industry Veteran Brings Decades of Experience from Disney, Meta, and HPE

Arun Chandra is a seasoned executive who previously served as Senior Vice President of Customer Experience at The Walt Disney Company. His career spans other leading firms like Meta and Hewlett Packard Enterprise (HPE), where he drove transformative growth and pioneered customer-centric strategies. At Disney, he led customer experience modernization for the $24 billion streaming business, directly impacting over 195 million subscribers by implementing advanced AI and automation to enhance engagement and loyalty.

Operational Overhaul: Unified Global Customer Operations

In his new position, Chandra will report to CEO Scott Russell and sit on the executive leadership team. He is tasked with integrating and scaling core business enablers—Partners, CX Customer Success & Services, Marketing, Business Operations, IT, and Corporate Security—under the newly formed Global Customer Operations group. This centralized structure is expected to foster better execution and allow for a unified approach in serving NICE’s customer base, spanning over 150 countries.

Executive Perspective: AI-First Vision to Drive Growth

NICE’s leadership highlights that this strategic appointment supports their ongoing mission to be the front-runner in AI-first customer experience. CEO Scott Russell noted that Chandra’s blend of tech expertise, global discipline, and customer-focused innovation makes him uniquely qualified to propel NICE’s ambitions and further distinguish the company in an increasingly competitive market. Chandra, in turn, emphasizes the “defining moment” for AI-powered CX and his intent to deepen partnerships and operational excellence across the board.

Chandra’s Credentials Underscore Strategic Fit

Chandra holds an MBA from Santa Clara University’s Leavey School of Business, an MS from The Ohio State University, and a BS from the Indian Institute of Technology. He’s completed executive training at Harvard Business School in corporate governance and finance—background that aligns with NICE’s goal of integrating operational rigor and innovation.

Implications for NICE and the Broader AI CX Landscape

This appointment underscores NICE’s commitment to operational agility and intelligent automation as cornerstones of modern customer experience. Investors and industry watchers may see this as a calculated step toward reinforcing NICE’s reputation as a technology leader and as a sign of the growing influence of AI across global CX operations. For organizations prioritizing customer satisfaction and scalability, NICE’s realignment under Chandra signals a continued evolution in delivering measurable outcomes through unified operations and cutting-edge automation.

Takeaway: A Leadership Pivot to Strengthen NICE’s AI-First Strategy

NICE’s decision to entrust its newly unified customer operations to Arun Chandra signals a sharpened focus on operational excellence, scalability, and AI-driven transformation. With a strong executive at the helm and a clear strategic vision, the company is setting the stage for deeper market penetration and future innovations in customer experience technology.

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