CSX - Manager, Contact Center Transformation Strategy&

PwC · Philadelphia, PA · 2 wk ago

Customer Service$99k–$232k/yrFull-time

Overview

A career within Operations Consulting services will provide you with the opportunity to help our clients optimize all elements of their operations to move beyond the role of a cost effective business enabler and become a source of competitive advantages. We focus on product innovation and development, supply chain, procurement and sourcing, manufacturing operations, service operations and capital asset programs to drive both growth and profitability.

What does it take?

At PwC, we support our people at every stage in their career, with year-round transparency into how they are performing and action-oriented coaching to drive their development and help achieve their aspirations.
All our employees are recruited, developed and managed against the global PwC Professional framework that focuses on two dimensions: Trusted Leadership and Distinctive Outcomes. It guides us on “what to do” and “how to do it”, emphasizing impact and behaviors.
Together, Trusted Leadership and Distinctive Outcomes are how we deliver on our purpose and strategy, serving our clients and living our values in every interaction, everyday.

Benefits / Rewards

Health Care: Comprehensive medical coverage, vision care, dental and health savings accounts.
Retirement: PwC offers a 401(k) Savings Plan and a Wealth Builder retirement plan completely funded by PwC.
Maternity / Paternity Leave: Eligible new parents receive, within the first year from birth or adoption/foster placement, 12 weeks of paid parental leave. Parents have the option to work 60% of hours, at full-time pay, for an additional four weeks immediately following paid parental leave.
Paid Time Off: The Firm recognizes 13 paid holidays and provides extended Firm holidays around the July 4 holiday and Christmas and New Year holiday. You accrue vacation time of between three weeks (15 work days) and one month (22 work days) per year, based upon staff classification and length of service with PwC.
Committing to growth: You’ll receive AI training and human skills you need to become a leader in today's workplace.
Bring your best, every day: We empower our people and strive to provide a people experience grounded in care for you and your well-being.

Job details

Job Title: CSX - Manager, Contact Center Transformation Strategy&
Job Category: Customer Consulting
Level: Manager
Specialty/Competency: Customer
Industry/Sector: Not Applicable
Job Type: Regular
Time Type: Full time
Travel Requirements: Up to 80%
Start Year: 2026
Job ID: 724898WD
Location(s): CA-Los Angeles, FL-Tampa, IL-Chicago, CO-Denver, DC-Washington, NY-New York, NJ-Florham Park, TX-Dallas, CA-Silicon Valley, PA-Philadelphia, WA-Seattle, TX-Houston

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.

Responsibilities

Foster stronger client relationships to drive successful outcomes
Mentor junior staff to develop their skills and capabilities
Analyze and implement process improvements for better effectiveness
Collaborate with stakeholders to design impactful omnichannel strategies
Maintain elevated standards of project delivery and client satisfaction
Utilize diagnostic insights to inform strategic decision-making

What You Must Have

Bachelor's Degree
5 years of consulting and/or industry roles within customer service/contact center operations

What Sets You Apart

Master's Degree in Business Administration preferred
Experience with omnichannel customer service strategies
Knowledge of CCaaS, AI/automation, and contact center technologies
Building client relationships and delivering innovative solutions
Proficiency in data analysis and customer service performance measurement
Demonstrating ability to mentor junior team members
Enhancing team capability through coaching and development
Leading digital transformation initiatives

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.