Contact Center Transformation Manager — AI & Operations

Deloitte France; McLean (VA); On-site; USD 144,000 - 241,000; Full time

Job summary

Deloitte Consulting in McLean, VA is seeking a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients. You will lead engagements, design future-state operating models, and drive AI-enabled service improvements across channels.

You will collaborate with cross-functional teams, coach junior staff, and deliver data-driven solutions that enhance efficiency and customer satisfaction while controlling costs.

Qualifications

• 8+ years of relevant experience in contact center operations, customer service transformation, or management consulting/advisory, including significant experience focused on contact center strategy, operations, and transformation engagements.
• 4+ years of experience leading multiple project teams and workstreams simultaneously, with responsibility for delivery quality, team performance, and client outcomes.
• 2+ years of experience serving Power, Utilities & Renewables clients, with an understanding of customer operations, service environments, and industry-specific business challenges.

Responsibilities

• Lead contact center operations and transformation engagements for Power, Utilities & Renewables clients.
• Assess current-state customer service operations, including structure, demand, channel strategy, and cost.
• Design future-state operating models to improve efficiency, scalability, and customer satisfaction.
• Develop transformation strategies leveraging digital self-service, automation, Generative AI, and AI-enabled tools.
• Advise on AI, analytics, and customer data to improve service performance and decision-making.
• Support design and implementation of CCaaS, CRM, and workforce management technologies.
• Lead digital service transformation across contact center and digital channels.
• Manage multiple teams and ensure high-quality delivery and measurable client impact.

Skills

Leadership

Project management

Team leadership

Client engagement

Communication

Education

Bachelor's degree in Computer Science or Engineering

Job description

Deloitte Consulting in McLean, VA is seeking a Manager to transform contact center and customer service operations for Power, Utilities & Renewables clients. You will lead engagements, design future-state operating models, and drive AI-enabled service improvements across channels.

You will collaborate with cross-functional teams, coach junior staff, and deliver data-driven solutions that enhance efficiency and customer satisfaction while controlling costs.