Senior Consultant, Contact Center
Minor Hotels Europe and Americas
full-time
Posted on:
Location Type: Office
Location: New York City • California, Illinois, New York • 🇺🇸 United States
Visit company websiteSalary
💰 $112,600 - $212,700 per year
Job Level
Senior
About the role
- Partner with senior client stakeholders to shape customer service transformation strategies aligned to broader enterprise goals (e.g., cost transformation, customer experience, digital enablement)
- Design target operating models for contact centers and service functions, including channel strategy, organizational structure, capability enablement, and governance
- Lead diagnostic assessments to identify performance gaps and transformation opportunities across the service value chain
- Develop enterprise-wide routing and interaction strategies that leverage intent, personalization, and AI to enhance customer journeys
- Advise clients on digital deflection and self-service strategies that reduce volume, improve satisfaction, and enable scale
- Guide strategy and roadmap development for workforce transformation, including the future of work, AI-human collaboration, and talent evolution in service environments
- Translate strategic recommendations into actionable transformation roadmaps with prioritized initiatives, KPIs, and change levers
Requirements
- 5+ years of experience in management consulting, product management, and/or internal consulting with a focus on customer service, contact center, or service operations transformation
- Proven ability to engage and influence executive stakeholders and translate business vision into executable strategies
- Strong understanding of customer engagement trends, including omnichannel service, AI and automation, and experience design
- Familiarity with enabling platforms such as Genesys, NICE, Salesforce, or Amazon Connect is beneficial but not required
- Bachelor’s degree required; MBA or advanced degree strongly preferred
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade
- Company paid holidays
- Personal Days
- Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer service transformationoperating models designperformance gap analysisrouting strategiesinteraction strategiesdigital deflectionself-service strategiesworkforce transformationAI-human collaborationchange management
Soft skills
stakeholder engagementinfluencestrategic thinkingcommunicationorganizational skillsleadershipcollaborationproblem-solvingadaptabilityvision translation
Certifications
Bachelor's degreeMBAadvanced degree