Leads contact center transformation strategy engagements, advising executives on customer experience, service models, operating model design, and business improvement. Responsibilities include analyzing performance data and technology capabilities, developing business cases and implementation roadmaps, facilitating stakeholder alignment, managing workstreams, coaching teams, and building client relationships. The role requires strategy consulting experience and expertise in contact center operations, service excellence, analytics, and enterprise transformation.
The Opportunity
As a Contact Center Transformation Strategy Senior Manager you will lead large-scale transformation efforts focused on improving contact center operations, service models, and customer experience within our Strategy Consulting practice. As a Senior Manager you will guide complex workstreams, shape practical solutions, and use sound judgment to navigate ambiguity while coaching teams and influencing stakeholders through clear, direct communication. In this role at PwC, you will apply your knowledge of contact centre operations, operating model design, and business strategy to support client service transformation, develop actionable recommendations, and contribute to work that aligns with Commercial & Service Excellence and Corporate and Business Strategy.
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
What You Must Have
- At least a Bachelor's degree
- At least 8 years of experience in professional services or consulting roles that include strategy consulting experience
What Sets You Apart
- Preference for at least one of the following fields of study: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, Operations/Supply Chain
- Demonstrating contact center transformation strategy consulting across client settings
- Leading enterprise-level customer experience and service excellence initiatives
- Applying data analytics, market research, and customer insight
- Translating business strategy into practical operating model changes
- Advising executives through complexity, ambiguity, and change
- Building stakeholder alignment through clear storytelling and influence
The salary range for this position is: $124,000 - $280,000. 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 Contact Center Transformation Strategy Senior Manager you will lead large-scale transformation efforts focused on improving contact center operations, service models, and customer experience within our Strategy Consulting practice. As a Senior Manager you will guide complex workstreams, shape practical solutions, and use sound judgment to navigate ambiguity while coaching teams and influencing stakeholders through clear, direct communication. In this role at PwC, you will apply your knowledge of contact centre operations, operating model design, and business strategy to support client service transformation, develop actionable recommendations, and contribute to work that aligns with Commercial & Service Excellence and Corporate and Business Strategy.
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
What You Must Have
- At least a Bachelor's degree
- At least 8 years of experience in professional services or consulting roles that include strategy consulting experience
What Sets You Apart
- Preference for at least one of the following fields of study: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, Operations/Supply Chain
- Demonstrating contact center transformation strategy consulting across client settings
- Leading enterprise-level customer experience and service excellence initiatives
- Applying data analytics, market research, and customer insight
- Translating business strategy into practical operating model changes
- Advising executives through complexity, ambiguity, and change
- Building stakeholder alignment through clear storytelling and influence
The salary range for this position is: $124,000 - $280,000. 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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