Customer Experience and Service Transformation Advisory Senior Manager (Products)

About the role

We are seeking an expert in customer support and contact centers with a deep understanding of the software that enables these environments. This role involves evaluating clients' current customer service offerings and organizations, identifying gaps and opportunities, and generating strategic solutions that address their unique needs and business goals. You will also lead the delivery of large-scale technology transformations, collaborate with cross-functional teams, and advise on leveraging technologies like CCaaS, CRM, and GenAI to achieve targeted outcomes such as revenue growth, cost savings, and improved customer experiences.

Responsibilities

• Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, and generate and prioritize recommendations
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities
• Collaborate with teams from visual designers to developers and data scientists to in-industry subject matter advisors to generate insights and deliver customer-centric solutions
• Advise on how technologies like CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes
• Help advise on measuring success and improving customer-centric metrics
• Build and manage relationships with client stakeholders and build long-term partnerships
• Identify opportunities and drive new business development efforts
• Contribute to perspectives and thought leadership to maintain Accenture’s thought-leadership position
• Manage and coach junior team members, and continue to grow your own expertise

Requirements

• At least 8 years of experience in roles involving customer support, executive ownership, leadership, and selling duties
• Working in-depth with customer service and support business processes and capabilities
• Solutioning and selling new ideas and proposals
• Incorporating experience design and analytics into customer service and support processes
• Leading and understanding large, complex global transformation projects

Qualifications

• At least 5 years of experience working with cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem
• Customer service platform technologies such as Salesforce and Dynamics
• Artificial intelligence and front-end digital platforms
• Bachelor’s degree

Skills

• Leadership and verbal skills
• Experience with AI and conversational design
• Expertise in Consumer Goods, Retail, Life Sciences, Automotive, Travel & Hospitality sectors

Benefits

Compensation at Accenture varies based on a range of factors, including the specific office location, role, skill set, and level of experience. We anticipate this job posting will be open until September 10, 2026. Accenture offers a market-competitive suite of benefits, including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | Accenture.

Pay

Annual Salary Range: $122,700 to $338,300

Schedule

As required for client support.

Location

Primary residency within 90 minutes of an approved Accenture office.