Strategy& Manager - Digital Value Transformation Contact Center

PwC; Philadelphia (Philadelphia County); On-site; USD 100,000 - 232,000; Full time

Job summary

An established industry player is seeking a Strategy& Manager to lead Digital Value Transformation initiatives within the contact center space. This role offers the opportunity to shape technology strategies that enhance customer experiences and optimize operations. You'll collaborate with a team of problem solvers, tackling complex business challenges from strategy to execution. Ideal candidates will possess a blend of leadership skills and technical acumen, driving digital transformation and fostering a culture of continuous improvement. If you're passionate about leveraging technology to create impactful solutions, this is the perfect opportunity for you.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

401k

Paid Time Off

Holiday Pay

Family Sick Leave

Qualifications

• 5+ years of experience in Digital Value Creation and Contact Center/Service Excellence.
• Strong analytical skills to synthesize complex data into actionable insights.
• Experience in managing teams and delivering quality work on time.

Responsibilities

• Develop new skills and coach others to enhance team effectiveness.
• Analyze complex proposals and build meaningful recommendations.
• Use data insights to inform decisions and support client needs.

Skills

Digital Value Creation

AI and Machine Learning

Data Analytics

Leadership

Problem Solving

Client Relationship Management

Market Research

Education

Bachelor's Degree

Master's Degree

Tools

MS Office Suite

Job description

Strategy& Manager - Digital Value Transformation Contact Center

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Specialty/Competency: Technology Strategy

Industry/Sector: Technology

Time Type: Full time

Travel Requirements: Up to 80%

A career within Technology Strategy services, will provide you with the opportunity to help organisations develop strategies that transform their technology capabilities and solve their most critical challenges. We focus on building technology enabled and agile operating models, planning their new enterprise architecture into a differentiating capability system that helps them win in the market, leveraging digital analytics to enhance the customer experience and optimising business operations, and using modern management techniques such as robotic process automation and next generation sourcing strategies to help our clients get fit for growth.

To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.

Responsibilities

As a Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

• Develop new skills outside of comfort zone.
• Act to resolve issues which prevent the team working effectively.
• Coach others, recognise their strengths, and encourage them to take ownership of their personal development.
• Analyse complex ideas or proposals and build a range of meaningful recommendations.
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations.
• Address sub-standard work or work that does not meet firm's/client's expectations.
• Use data and insights to inform conclusions and support decision-making.
• Develop a point of view on key global trends, and how they impact clients.
• Manage a variety of viewpoints to build consensus and create positive outcomes for all parties.
• Simplify complex messages, highlighting and summarising key points.
• Uphold the firm's code of ethics and business conduct.
  
  

Basic Qualifications

Minimum Degree Required:

Bachelor Degree

Minimum Years Of Experience

5 year(s)

Preferred Qualifications

Degree Preferred:

Master Degree

Preferred Knowledge/Skills

Demonstrates extensive level abilities and/or a proven record of success in Digital Value Creation and Contact Center/Service Excellence, either in professional consulting services or corporate roles in the following areas:

• Bringing together the best of digital capabilities to help our clients use digital technology (AI, ML, Data and Analytics, etc.) to transform their business;
• Working on projects across all industries and functions to help our clients deliver breakthrough products, experiences, and businesses, both on technology and non-technology topics; and,
• Designing end to end customer / process journeys across the business value chain, designing the product solution and working with a team of technologists to build the solution and its eventual rollout to customers / employees.
  
  

Demonstrates extensive level leadership, strategic and creative thinking, problem solving, individual initiative, and the following abilities:

• Identifying and addressing client needs, rapidly building credibility, and maintaining and utilizing networks of client relationships;
• Managing teams / multiple work streams to establish successful project conclusion - i.e., delivery of quality work on time and within budget;
• Building productive relationships with team members and clients, both long term and day-to-day, by using a collaborative approach with thorough listening skills and the ability to manage through influence;
• Utilizing first principles thinking, and developing credible and pragmatic analytical approaches, frameworks and methodologies;
• Analyzing complex quantitative and qualitative data in an efficient manner and synthesizing the output into meaningful and actionable insights;
• Designing and conducting market research to understand consumer needs and purchasing behaviors;
• Communicating effectively in an organized and knowledgeable manner in written and verbal formats to senior audiences and being able to deliver difficult messages with persuasiveness and sensitivity;
• Demonstrating executive presence and ability to become a trusted advisor to the c-suite level clients;
• Identifying and pursuing new business opportunities, and leading client / market development;
• Attracting, retaining, assessing and developing staff / team members;
• Demonstrating flexibility and creativity in managing work-life balance of self and team members; and,
• Demonstrating Power User ability with MS Office suite of applications including Word, PowerPoint and Excel.
  
  

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

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.

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.

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.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines

The salary range for this position is: $100,000 - $232,000, plus individuals may be eligible for an annual discretionary bonus. For roles that are based in Maryland, this is the listed salary range for this position. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. 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

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Industries

  Accounting, Financial Services, and Business Consulting and Services

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