Senior Manager, Contact Center Transformation & AI

Accenture in the Philippines; Philippines; On-site; PHP 2,000,000 - 3,600,000; Full time

Job summary

Accenture in the Philippines is seeking a Contact Center Transformation Senior Manager for Process Excellence. You will define the methodology for process redesign, govern quality, and lead teams to deliver high-impact transformation projects in marketing, sales, and services.

You will coach senior specialists and coordinate with technology partners to ensure integrated deliverables. You will apply AX Design principles, coach the team on human+AI agent experiences, and drive delivery standards

Qualifications

• Bachelor’s degree or equivalent is required.
• Minimum 5–12 years of experience in process excellence, process redesign, or management consulting.
• Deep industry or function expertise in at least one domain and ability to apply it to transformation methodology design.
• Proven ability to define and govern team methodology across multiple client engagements.
• Experience managing and developing team members in a consulting environment.
• Proven track record facilitating client workshops and presenting to senior leadership.

Responsibilities

• Define how process transformation work is delivered across industries or functions.
• Govern quality and delivery standards for engagements.
• Coach and develop team members for process redesign and domain application.
• Coordinate with technology and delivery partners to integrate process design and platform work.
• Lead client workshops, presentations, and stakeholder management activities.

Skills

Stakeholder management

Workshop facilitation

Team leadership

Problem solving

Strategic thinking

Education

Bachelor’s Degree or equivalent

Job description

Accenture in the Philippines is seeking a Contact Center Transformation Senior Manager for Process Excellence. You will define the methodology for process redesign, govern quality, and lead teams to deliver high-impact transformation projects in marketing, sales, and services.

You will coach senior specialists and coordinate with technology partners to ensure integrated deliverables. You will apply AX Design principles, coach the team on human+AI agent experiences, and drive delivery standards