Contact Center Transformation Strategy Leader

PwC; Dallas (TX); On-site; USD 124,000 - 280,000; Full time

Benefits offered by this job

Annual discretionary bonus

Benefits package (medical, dental, vis

401k, holidays, vacation, leave)

Job summary

PwC is seeking a Contact Center Transformation Strategy Senior Manager to lead large-scale transformation efforts in our Strategy Consulting practice. You will guide workstreams, shape practical solutions, and coach teams while influencing stakeholders through clear communication.

The role emphasizes operating model design, customer experience, and business strategy to support client service transformation and deliver actionable recommendations.

Qualifications

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

Responsibilities

• Lead contact center transformation strategy efforts across client engagements, translating business goals into practical operating models and action plans.
• Advise senior stakeholders on customer experience, service excellence, and contact center operating model decisions that support growth and efficiency.
• Conduct market, customer, and competitor research to shape strategy recommendations and identify opportunities for business improvement.
• Analyze contact center performance data, process flows, and technology capabilities to identify gaps, risks, and opportunities for transformation.
• Develop business cases, strategic options, and implementation roadmaps for digital tooling, AI-human collaboration, and process redesign.
• Guide teams through complex problem solving, balancing operational needs, customer expectations, and commercial objectives.
• Facilitate discussions that align leaders around priorities, trade-offs, and delivery plans for transformation initiatives.
• Coach team members through analysis, client presentations, and workstream delivery to support growth and accountability.
• Build trusted client relationships through clear communication, thoughtful questioning, and practical recommendations.
• Track delivery milestones, dependencies, and action items across multiple workstreams to maintain progress and momentum.

Skills

Strategy consulting

Stakeholder influence

Operating model design

Customer experience

Education

Bachelor's degree

Job description

PwC is seeking a Contact Center Transformation Strategy Senior Manager to lead large-scale transformation efforts in our Strategy Consulting practice. You will guide workstreams, shape practical solutions, and coach teams while influencing stakeholders through clear communication.

The role emphasizes operating model design, customer experience, and business strategy to support client service transformation and deliver actionable recommendations.