Leads contact center transformation strategy engagements, including operating model assessments, business analysis, roadmap development, stakeholder facilitation, and implementation planning. Manages client accounts and project teams, coaches junior staff, evaluates customer behavior and market trends, and develops recommendations addressing service performance, profitability, competitive positioning, digital tooling, AI-enabled processes, and customer strategy.
The Opportunity
As a Manager, Contact Center Transformation Strategy you will help shape and advance transformation work across contact center operations, using strategy consulting skills to support client priorities, assess operating models, and develop practical recommendations that improve service delivery and business performance. As a Manager you will lead teams and projects, coach junior staff, manage client accounts, and bring together strategic planning, business knowledge, and sound judgment to navigate complex work across multiple priorities within our Strategy Consulting practice. In this role at PwC, you will work within our Commercial & Service Excellence network and focus on contact center operations, collaborating across corporate and business strategy consulting efforts to analyze business needs, develop deliverables, and support client engagement workstreams with a steady focus on quality, timelines, and accountability.
Responsibilities
- Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning
- Managing client engagement activities and guiding teams through research, analysis, and presentation development
- Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations
- Assessing customer behavior, service performance, and industry trends to identify improvement opportunities
- Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities
- Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options
- Coaching junior team members on analytical methods, problem solving, and deliverable development
- Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations
- Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives
What You Must Have
- At least a Bachelor's degree
- At least 6 years of experience in professional services or consulting roles that include strategy consulting experience
What Sets You Apart
- Preference for at least one field of study listed
- Leading contact center transformation strategy engagements
- Applying business analysis and process improvement methods
- Using data analytics and market research insights
- Coaching teams through complex client workstreams
- Developing stakeholder analysis and strategic planning skills
The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. 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
As PwC is an equal 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.
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.
Learn more about how we work: https://pwc.to/how-we-work
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.
As a Manager, Contact Center Transformation Strategy you will help shape and advance transformation work across contact center operations, using strategy consulting skills to support client priorities, assess operating models, and develop practical recommendations that improve service delivery and business performance. As a Manager you will lead teams and projects, coach junior staff, manage client accounts, and bring together strategic planning, business knowledge, and sound judgment to navigate complex work across multiple priorities within our Strategy Consulting practice. In this role at PwC, you will work within our Commercial & Service Excellence network and focus on contact center operations, collaborating across corporate and business strategy consulting efforts to analyze business needs, develop deliverables, and support client engagement workstreams with a steady focus on quality, timelines, and accountability.
Responsibilities
- Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning
- Managing client engagement activities and guiding teams through research, analysis, and presentation development
- Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations
- Assessing customer behavior, service performance, and industry trends to identify improvement opportunities
- Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities
- Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options
- Coaching junior team members on analytical methods, problem solving, and deliverable development
- Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations
- Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives
What You Must Have
- At least a Bachelor's degree
- At least 6 years of experience in professional services or consulting roles that include strategy consulting experience
What Sets You Apart
- Preference for at least one field of study listed
- Leading contact center transformation strategy engagements
- Applying business analysis and process improvement methods
- Using data analytics and market research insights
- Coaching teams through complex client workstreams
- Developing stakeholder analysis and strategic planning skills
The salary range for this position is: $99,000 - $232,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. 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
As PwC is an equal 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.
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.
Learn more about how we work: https://pwc.to/how-we-work
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.
PwC New York, New York, USA Office
300 Madison Ave, New York, NY, United States, 10017
PwC Florham Park, New Jersey, USA Office
400 Campus Drive, Florham Park, NJ, United States, 7932
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