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Customer Experience and Service Transformation Advisory Senior Manager (Products)

Accenture · Albany, New York Metropolitan Area · 2 mo ago
OTHR$133k–$338k/yrFull-time

About the Role

You are an expert in customer support and contact centers, with a deep understanding of the software that enables them. You bring hands-on experience in customer support organizations, including what drives call volume and how to optimize customer support through digital, self-service solutions. You’ve led customer support transformations, understand large-scale technology delivery, and have experimented with or implemented GenAI solutions to drive efficiencies and enhance experiences for both customers and agents.

You’re skilled at identifying cost savings or revenue opportunities, developing initiatives to realize value, and executing them effectively. Familiar with the selling process, you’ve pitched proposals and solutions to solve client problems. You thrive in agile, fast-paced environments, contribute effectively to teams, and excel in creative and analytical problem-solving. Your leadership and verbal skills are strong, and you work seamlessly with colleagues and executive stakeholders alike.

Responsibilities

  • Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, and generate prioritized recommendations with strategic solutions tailored to their unique needs and business goals.
  • Quantify business cases, estimate the value impact of recommendations, and sequence transformation roadmaps to realize benefits over time.
  • Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities to deliver optimal customer service experiences.
  • Collaborate across teams—including visual designers, developers, data scientists, and industry subject matter advisors—to generate insights and deliver customer-centric, data-driven solutions.
  • Advise on leveraging technologies such as CCaaS, CRM, and GenAI to achieve target outcomes like revenue growth, cost savings, and improved customer experiences.
  • Guide clients on measuring success and improving customer-centric metrics.
  • Establish relationships with client stakeholders and build long-term partnerships for Accenture.
  • Identify opportunities and drive new business development efforts to help new and existing clients transform their customer service.
  • Manage and coach junior team members while continuing to grow your own expertise.
  • Contribute to thought leadership to help Accenture maintain its position at the forefront of industry innovation.

Requirements

  • At least 8 years of experience in customer support, executive ownership, leadership, and selling, including:
    • 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.
  • At least 5 years of experience working with:
    • Cloud (SaaS) solutions and determining their fit within a client’s larger application ecosystem.
    • Customer service platform technologies such as Salesforce and Dynamics.
    • Artificial intelligence and front-end digital platforms.

Qualifications

  • Bachelor’s degree in engineering, computer science, information systems, or business (preferred).
  • MBA or equivalent graduate degree (a plus).
  • Experience leading a customer support organization (preferred).
  • Hands-on experience with artificial intelligence and conversational design (preferred).
  • Expertise working with organizations in Consumer Goods, Retail, Life Sciences, Automotive, Travel & Hospitality sectors (a plus).

Location & Travel

Primary residency must be within 90 minutes of an approved Accenture office. Travel is required as needed for client support.

Approved office locations include: New York City, NY; Albany, NY; Arlington, VA; Austin, TX; Bentonville, AR; Boston, MA; Charlotte, NC; Chicago, IL; Cincinnati, OH; Cleveland, OH; Columbus, OH; Denver, CO; Des Moines, IA; Detroit, MI; Hartford, CT; Houston, TX; Irving, TX; Kirkland, WA; Miami, FL; Milwaukee, WI; Minneapolis, MN; Morristown, NJ; Mountain View, CA; Nashville, TN; Oklahoma City, OK; Overland Park, KS; Philadelphia, PA; Pittsburgh, PA; Raleigh, NC; Redmond, WA; Scottsdale, AZ; St. Louis, MO; St. Petersburg, FL; Walnut Creek, CA.

Pay

Compensation varies based on factors such as office location, role, skill set, and level of experience. The following are annual salary ranges for this role by location:

  • California: $132,500 to $338,300
  • Cleveland: $122,700 to $270,600
  • Colorado: $132,500 to $292,200
  • District of Columbia: $141,100 to $311,200
  • Illinois: $122,700 to $292,200
  • Maine: $112,900 to $249,000
  • Maryland: $132,500 to $292,200
  • Massachusetts: $132,500 to $311,200
  • Minnesota: $132,500 to $292,200
  • New York: $122,700 to $338,300
  • New Jersey: $141,100 to $338,300
  • Virginia: $122,700 to $311,200
  • Washington: $141,100 to $311,200

Benefits

Accenture offers a market-competitive suite of benefits, including:

  • Medical, dental, vision, life, and long-term disability coverage.
  • 401(k) plan with bonus opportunities.
  • Paid holidays and paid time off.

For more details, visit U.S. Employee Benefits | Accenture.

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