CSX - Manager, Contact Center Transformation Strategy&
PwC · Silicon Valley, CA · 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.
- Grow here. Go further.
- Our People Value Proposition —‘Grow here. Go further.’ — sets the foundation for a distinctive, shared experience at PwC, shaped by mutual expectations and guided by the PwC Professional, helping us grow and learn together.
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