Contact Center Business Transformation Manager

Customer Experience ManagerAt 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.Enhancing your leadership style, you motivate, develop, and inspire others to deliver quality. You are responsible for coaching, leveraging team member's unique strengths, and managing performance to deliver on client expectations. With your growing knowledge of how business works, you play an important role in identifying opportunities that contribute to the success of our Firm. You are expected to lead with integrity and authenticity, articulating our purpose and values in a meaningful way. You embrace technology and innovation to enhance your delivery and encourage others to do the same.Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:Analyze and identify the linkages and interactions between the component parts of an entire system.Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.Develop skills outside your comfort zone, and encourage others to do the same.Effectively mentor others.Use the review of work as an opportunity to deepen the expertise of team members.Address conflicts or issues, engaging in difficult conversations with clients, team members, and other stakeholders, escalating where appropriate.Uphold and reinforce professional and technical standards, the Firm's code of conduct, and independence requirements.The Opportunity As part of the Customer Experience team you will lead impactful projects that enhance customer service quality and effectiveness. As a Manager, you will play a pivotal role in guiding teams, managing client relationships, and driving innovative solutions that transform customer operations. This is an exciting opportunity to leverage your knowledge in contact center transformation while mentoring junior staff and contributing to meaningful business outcomes.ResponsibilitiesFoster stronger client relationships to drive successful outcomesMentor junior staff to develop their skills and capabilitiesAnalyze and implement process improvements for better effectivenessCollaborate with stakeholders to design impactful omnichannel strategiesMaintain elevated standards of project delivery and client satisfactionUtilize diagnostic insights to inform strategic decision-makingWhat You Must HaveBachelor's Degree5 years of consulting and/or industry roles within customer service/contact center operationsWhat Sets You ApartMaster's Degree in Business Administration preferredExperience with omnichannel customer service strategiesKnowledge of CCaaS, AI/automation, and contact center technologiesBuilding client relationships and delivering innovative solutionsProficiency in data analysis and customer service performance measurementDemonstrating ability to mentor junior team membersEnhancing team capability through coaching and developmentLeading digital transformation initiativesPwC 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.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.Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage.The salary range for this position is: $99,000 - $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.