Senior Manager, Contact Center Transformation

PwC

full-time

Posted on: 3/6/2026

Location Type: Office

Location: New York City • California • Colorado • United States

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💰 $124,000 - $280,000 per year

About the role

Analyze performance metrics to identify areas for enhancement and operational effectiveness
Mentor and guide teams to enhance their skills and deliver quality results
Foster sturdy relationships with clients to understand their needs and expectations
Align project goals with overall business objectives

Bachelor's Degree
At least 8 years of experience in consulting and/or industry roles within customer service/contact centers
Master's Degree in Business Administration preferred
Demonstrating leadership in creative thinking and application of next-generation technology to contact center operations
Understanding of customer experience drivers and innovative strategies to meet customer needs
Supporting business development and practice growth initiatives
Building trusted client relationships and influencing stakeholders
Leading organizational change management customer adoption initiatives
Experience in clean sheet process design
Familiarity with Contact Center technology and tools such as CCaaS, Conversational AI, Agent Desktop, Omnichannel, Agent Assist and emerging digital AI/GenAI, and automation solutions
Possessing a proven track record of delivering measurable improvements in customer service

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

process designcustomer experience strategiesnext-generation technology applicationmeasurable improvements in customer service

Soft Skills

leadershipcreative thinkingmentoringrelationship buildinginfluencing stakeholdersorganizational change management

Certifications

Bachelor's DegreeMaster's Degree in Business Administration