Senior Manager, Customer Service Strategy

Swooped

United States

On-site

USD 203,400 - 239,300

Full time

14 days+

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

A leading consulting firm is seeking a Senior Manager, Customer Service Strategy, to drive impactful client projects and enhance service strategy offerings. This role requires strong leadership and project management skills, aimed at optimizing customer service processes and building client relationships. The ideal candidate will possess significant experience in consulting and be well-versed in emerging trends within the industry. Competitive salary range is offered, reflecting the importance of this role in managing client engagements and team contributions across various projects.

Qualifications

8+ years of experience in consulting or customer service strategy, focused on contact centers.
5+ years leading teams, managing and mentoring individuals.
Proven expertise in improving customer service efficiency and productivity.

Responsibilities

Lead transformational client projects in customer service strategy.
Ensure high standards of delivery excellence across client engagements.
Build collaborative relationships with client executives.

Skills

Project Management

Client Relationship Management

Customer Service Strategy

Team Leadership

Consulting

Business Development

Process Improvement

Emerging Trends Knowledge

Job description

Senior Manager, Customer Service Strategy

1 day ago Be among the first 25 applicants

A leading consulting firm has an opportunity for a Senior Manager to join the Service Strategy team within their Technology & Experience practice. This leader will play a key role in delivering impactful client work, managing teams, and contributing to the growth and development of the company’s Service Strategy offerings. The Senior Manager will work across practices and industries, focusing on contact center and customer service strategy projects while building strong relationships with client executives.

Responsibilities

Client Delivery

Lead transformational client projects with a scope of services that includes diagnostics and business cases, customer service strategy, contact center optimization, omnichannel strategy, CCaaS platform selection, service process improvement, service performance measurement, and customer service culture enhancement.
Manage multidisciplinary teams to achieve client business objectives and deliver measurable results.
Build and maintain strong relationships with client teams and executives, ensuring value is understood and realized from engagements.
Provide quality assurance across client engagements, ensuring high standards of delivery excellence.
Own project management responsibilities, including budget oversight, timelines, risk management, and invoicing.
Advise clients on business processes and technologies within contact centers and customer service organizations to drive long-term scalability, operational cost reduction, and process improvement.

Practice Development

Contribute to the growth and development of the Service Strategy team by collaborating on methodologies, frameworks, and best practices.
Work closely with national and local leadership within the Technology & Experience practice and across the company’s industry and functional practices to deliver multi-disciplinary, data-driven offerings.
Stay informed on emerging trends such as AI, CCaaS platforms, and omnichannel strategies, and apply this knowledge to client engagements and practice development.
Actively participate in recruiting and retaining top-quality candidates to build a strong team.
Mentor and coach team members, fostering a collaborative and productive environment while supporting individual career growth.

Business Development

Support business development efforts by cultivating new and existing client opportunities related to Service Strategy.
Collaborate on proposals, work plans, pricing estimates, and risk assessments for prospective clients.
Contribute to expanding relationships within existing accounts and identifying opportunities for additional value creation.
Attend conferences and networking events to represent the company's brand and market perception.

Qualifications

8+ years of experience working in consulting or customer service strategy, with a focus on contact centers or customer service organizations.
5+ years of experience leading teams of professionals, including managing and mentoring individuals.
Proven expertise in driving improvements in customer service efficiency and productivity, including contact center design, omnichannel strategy, CCaaS platform selection, service process design, organizational design, and service performance measurement.
Experience managing multidisciplinary teams and delivering impactful client results across industries.
Strong project management skills, including schedule, scope, issue and risk management, change management, and strategic planning.
Demonstrated ability to build and maintain collaborative relationships with client executives and team members.
Entrepreneurial spirit and willingness to innovate on new and emerging solutions in customer service strategy.
Knowledge of emerging trends such as AI, automation, and omnichannel strategies and their application within customer service organizations.
Ability to travel, as required based on client and practice demands ( expected to be 30-50% ).

Salary Range

$203,400—$239,300 USD

A different approach to consulting.

Our client is a global business and technology consulting firm focused on delivering real-world solutions and measurable value. They uniquely integrate business and technology, using data-driven approaches to solve challenges and drive long-term results. Their hands-on, collaborative style emphasizes co-creation and turning vision into impactful, lasting action.

Note:

“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”

Seniority level