Senior Manager – Customer Service
EY
full-time
Posted on:
Location Type: Hybrid
Location: Chicago • California • Florida • United States
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Salary
💰 $150,400 - $343,600 per year
Job Level
About the role
- Manage and deliver processes, solutions, and/or projects focusing on quality and risk management
- Drive continuous improvement and innovation through research and analysis
- Collaborate with senior client stakeholders to assess customer service strategies and performance
- Advise clients on service optimization and personalization strategies
- Support implementation of customer service technology platforms and tools
- Mentor junior consultants and build strong client relationships
Requirements
- Bachelor's degree with 8+ years of work experience in the digital customer service domain
- MBA or equivalent is strongly preferred
- Experience across multiple multi-year front-office customer service transformation efforts
- Significant knowledge of B2B or B2C customer service leading practices, processes and technologies
- Specific hands-on implementation experience involving CCaaS platforms (e.g., Genesys, Five9, Amazon Connect)
- Experience with CRM applications (e.g., Microsoft Dynamics, Salesforce, SAP)
- Familiarity with customer service outsourcing vendors/BPOs
Benefits
- Health insurance
- Dental coverage
- Pension plans
- 401(k) plans
- Paid time off
- Flexible vacation policy
- Time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer service technology implementationCCaaS platformsCRM applicationsB2B customer service practicesB2C customer service practicesservice optimization strategiesrisk managementcontinuous improvementproject managementdata analysis
Soft Skills
mentoringcollaborationclient relationship buildingadvisory skillscommunicationinnovationstrategic thinkingcustomer service strategy assessmentperformance evaluationproblem-solving
Certifications
Bachelor's degreeMBA