Contact Center Business Transformation Senior Manager

Customer Consulting Senior Manager

At PwC, our people in customer consulting specialize in providing consulting services focused on customer-related strategies and initiatives. These individuals analyze client needs, develop customer-centric solutions, and offer guidance and support to help clients enhance their customer experience and drive business growth. Those in customer experience at PwC will specialize in providing consulting services focused on enhancing the overall customer experience. You will analyze customer touchpoints, design customer journey maps, and offer guidance and support to help clients create seamless and personalized experiences that drive customer satisfaction, loyalty, and advocacy.

Growing as a strategic advisor, you leverage your influence, expertise, and network to deliver quality results. You motivate and coach others, coming together to solve complex problems. As you increase in autonomy, you apply sound judgment, recognizing when to take action and when to escalate. You are expected to solve through complexity, ask thoughtful questions, and clearly communicate how things fit together. Your ability to develop and sustain high performing, diverse, and inclusive teams, and your commitment to excellence, contributes to the success of our Firm.

Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Craft and convey clear, impactful and engaging messages that tell a holistic story.
• Apply systems thinking to identify underlying problems and/or opportunities.
• Validate outcomes with clients, share alternative perspectives, and act on client feedback.
• Direct the team through complexity, demonstrating composure through ambiguous, challenging and uncertain situations.
• Deepen and evolve your expertise with a focus on staying relevant.
• Initiate open and honest coaching conversations at all levels.
• Make difficult decisions and take action to resolve issues hindering team effectiveness.
• Model and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Consulting team, you will lead engagement delivery and manage client relationships in the realm of contact center transformation. As a Senior Manager, you will serve as a trusted advisor to senior leaders, overseeing teams that deliver large-scale transformations while contributing to practice development. This role offers the chance to innovate processes, enhance customer service operations, and drive measurable improvements in performance and effectiveness.

Responsibilities

• Lead the delivery of client engagements in contact center transformation.
• Manage relationships with senior leaders and stakeholders.
• Oversee teams executing large-scale transformation projects.
• Innovate and enhance customer service operations.
• Diagnose performance gaps and design impactful strategies.
• Drive measurable improvements in operational efficiency.
• Contribute to the development of practice methodologies.
• Foster a collaborative environment to enhance team performance.

What You Must Have

• Bachelor's Degree
• At least 8 years of experience in consulting and/or industry roles within a customer service/contact center

What Sets You Apart

• Master's Degree in Business Administration preferred
• Demonstrating leadership in digital contact center operations
• Driving customer experience transformation through innovative strategies
• Utilizing CCaaS, AI/GenAI, and automation solutions
• Supporting business development and practice growth initiatives
• Leading organizational change and workforce transformation efforts
• Excelling in omnichannel strategy design

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.

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.

PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more.