CSX - Senior Manager, Contact Center Transformation Strategy&

PwC; New York (NY); On-site; USD 124,000 - 280,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401k

Holidays

Vacation

Sick leave

Job summary

PwC seeks a Senior Manager for Business Transformation in its CSX practice to lead end-to-end client engagements focused on transforming contact centers. You will serve as a strategic advisor to client leaders, design and implement innovative strategies, and mentor teams to deliver measurable improvements in service and efficiency.

Expect to drive strategic decisions, grow the practice, and collaborate across PwC’s network while applying next-generation technology in contact center operations.

Qualifications

• Bachelor's degree required.
• 8+ years of consulting and/or industry experience in customer service/contact centers.

Responsibilities

• Analyze performance metrics for enhancement and operational effectiveness.
• Mentor teams to enhance skills and deliver quality results.
• Foster strong client relationships to understand needs and expectations.
• Align project goals with overall business objectives.

Skills

Clear messaging

Systems thinking

Client validation

Lead through ambiguity

Continuous learning

Coaching conversations

Decision making

Professional standards

Education

Bachelor's degree

Tools

CCaaS

Conversational AI

Agent Desktop

Omnichannel

Agent Assist

GenAI/AI automation

Job description

At PwC, our people in strategy consulting focus on providing strategic guidance and insights to organisations. They analyse market trends, assess business performance, and develop recommendations to help clients achieve their goals. These individuals work closely with clients to identify opportunities for growth, optimise operations, and enhance overall business performance.

As a corporate and business strategy consultant at PwC, you will analyse client needs, provide consulting services across different strategic areas, and offer guidance and support to help clients develop and implement effective strategies that align with their business objectives and drive growth.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognising when to take action and when to escape. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Skills

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Business Transformation team in PwC's CSX practice, you will lead the end-to-end delivery of client engagements focused on contact center transformation. As a Senior Manager, you will serve as a strategic advisor, working with client senior leaders to design and implement innovative strategies that enhance customer service quality and operational effectiveness. This role offers the chance to drive strategic decision making, shape client outcomes, drive business growth, and mentor teams, all while contributing to PwC's intellectual capital in the field of contact center transformation.

Responsibilities

• Analyze performance metrics to identify areas for enhancement and operational effectiveness
• Mentor and guide teams to enhance their skills and deliver quality results
• Foster sturdy relationships with clients to understand their needs and expectations
• Align project goals with overall business objectives

What You Must Have

• Bachelor's Degree
• At least 8 years of experience in consulting and/or industry roles within customer service/contact centers

What Sets You Apart

• Master's Degree in Business Administration preferred
• Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
• Understanding of customer experience drivers and innovative strategies to meet customer needs
• Supporting business development and practice growth initiatives
• Building trusted client relationships and influencing stakeholders
• Leading organizational change management customer adoption initiatives
• Experience in clean sheet process design
• Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
• Possessing a proven track record of delivering measurable improvements in customer service

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is anequal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.