Senior Manager, Customer Service Transformation & Advisory

Accenture; Seattle (WA); On-site; USD 141,000 - 311,000; Full time

Job summary

Accenture seeks a leader with deep experience in customer support and contact centers to drive transformation for clients. You will quantify value, design end-to-end solutions, and guide delivery teams across people, processes, and technology.

Your role involves selling ideas, collaborating with diverse experts, and leveraging CCaaS, CRM, and GenAI to improve revenue, reduce costs, and enhance customer experiences. You will mentor junior staff and build lasting client partnerships.

Qualifications

• 8+ years of experience in customer service, customer support, or contact center leadership.

Responsibilities

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations.
• Quantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over time.
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities for optimal customer service experiences.
• Collaborate across teams to generate insights and deliver customer-centric, insight-driven solutions.
• Advise on technologies (CCaaS, CRM, GenAI) to deliver target outcomes like revenue growth and cost-savings.
• Advise clients on how to measure success and improve customer-centric metrics.
• Establish relationships with client stakeholders and build long-term partnerships for Accenture.
• Identify opportunities and drive new business development for transforming customer service.
• Manage and coach junior team members and grow expertise.

Skills

Customer support

Contact centers

GenAI

Leadership

Agile

Proposal selling

Job description

Accenture seeks a leader with deep experience in customer support and contact centers to drive transformation for clients. You will quantify value, design end-to-end solutions, and guide delivery teams across people, processes, and technology.

Your role involves selling ideas, collaborating with diverse experts, and leveraging CCaaS, CRM, and GenAI to improve revenue, reduce costs, and enhance customer experiences. You will mentor junior staff and build lasting client partnerships.