Strategic Lead, Contact Center Transformation

PwC; Florham Park (NJ); On-site; USD 124,000 - 280,000; Full time

Benefits offered by this job

Annual discretionary bonus

Comprehensive benefits (medical,Dental

401k

Job summary

PwC is seeking a Contact Center Transformation Strategy Senior Manager in the United States to lead large-scale transformation efforts for client engagements, shaping operating models and strategic recommendations. The role emphasizes client service transformation, data-driven insights, and practical execution across multiple workstreams.

Applicants should have a Bachelor's degree and 8+ years in strategy consulting or professional services, with proven ability to guide senior stakeholders and

Qualifications

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

Responsibilities

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

Education

Bachelor's degree

Job description

PwC is seeking a Contact Center Transformation Strategy Senior Manager in the United States to lead large-scale transformation efforts for client engagements, shaping operating models and strategic recommendations. The role emphasizes client service transformation, data-driven insights, and practical execution across multiple workstreams.

Applicants should have a Bachelor's degree and 8+ years in strategy consulting or professional services, with proven ability to guide senior stakeholders and