Contact Center Transformation Strategy Lead

PwC; Dallas (TX); On-site; USD 99,000 - 232,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401k

Holiday pay

Vacation

Sick leave

Job summary

PwC in Dallas seeks a Manager-Contact Center Transformation Strategy to lead transformation efforts across contact center operations. You will manage client accounts, coach staff, and integrate strategic planning with business insight to deliver practical recommendations for service excellence.

The role emphasizes leadership of multi-disciplinary teams, rigorous analysis, and strong client communication to drive measurable improvements in performance and customer experience.

Qualifications

• Bachelor's degree required.
• 6+ years in professional services or consulting roles that include strategy consulting experience.

Responsibilities

• Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning.
• Managing client engagement activities and guiding teams through research, analysis, and presentation development.
• Applying business analysis, strategic planning, and market research to shape operating model recommendations.
• Assessing customer behavior, service performance, and industry trends to identify improvements.
• Developing transformation roadmaps that align digital tooling and AI-enabled processes.
• Facilitating stakeholder analysis and executive discussions to translate needs into options.
• Coaching junior team members on analytical methods and deliverable development.
• Evaluating competitive positioning, profitability impacts, and go-to-market implications.
• Synthesizing findings into clear recommendations for transformation and service excellence.

Skills

Strategy consulting

Client engagement

Data analytics

Stakeholder analysis

Coaching teams

Education

Bachelor's degree

Job description

PwC in Dallas seeks a Manager-Contact Center Transformation Strategy to lead transformation efforts across contact center operations. You will manage client accounts, coach staff, and integrate strategic planning with business insight to deliver practical recommendations for service excellence.

The role emphasizes leadership of multi-disciplinary teams, rigorous analysis, and strong client communication to drive measurable improvements in performance and customer experience.