Lead, Contact Center Transformation Strategy

PwC; Florham Park (NJ); On-site; USD 99,000 - 232,000; Full time

Job summary

PwC in Florham Park, NJ is seeking a Manager to lead contact center transformation strategy engagements from opportunity assessment through implementation planning. You will supervise teams, coach junior staff, manage client accounts, and bring together strategy, business knowledge, and sound judgment to navigate complex work within our Strategy Consulting practice.

The role emphasizes collaboration across the Commercial & Service Excellence network, analysis of customer behavior and service

Qualifications

• Bachelor's degree required.
• 6+ years in professional services or consulting with strategy experience.
• Experience leading contact center transformation engagements.

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 contact center operating model recommendations.
• Assessing customer behavior, service performance, and industry trends to identify improvement opportunities.
• Developing transformation roadmaps that align digital tooling and AI-enabled processes with customer strategy priorities.
• Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options.
• Coaching junior team members on analytical methods, problem solving, and deliverable development.
• Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations.
• Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives.

Skills

Strategic planning

Data analytics

Leadership / coaching

Client engagement

Market research

Education

Bachelor's degree

Job description

PwC in Florham Park, NJ is seeking a Manager to lead contact center transformation strategy engagements from opportunity assessment through implementation planning. You will supervise teams, coach junior staff, manage client accounts, and bring together strategy, business knowledge, and sound judgment to navigate complex work within our Strategy Consulting practice.

The role emphasizes collaboration across the Commercial & Service Excellence network, analysis of customer behavior and service