Senior Associate, Contact Center Transformation

PwC

Senior Associate leading impactful projects in customer experience consulting, analyzing touchpoints and mentoring junior staff. Collaborating on omnichannel strategies to enhance client satisfaction and drive growth.

Posted 5/13/2026full-timeNew York City • District of Columbia, Florida, Illinois, New York, Texas • 🇺🇸 United StatesSenior💰 $77,000 - $202,000 per yearWebsite

About the role

Key responsibilities & impact

Foster stronger client relationships to drive successful outcomes
Mentor junior staff to develop their skills and capabilities
Analyze and implement process improvements for better effectiveness
Collaborate with stakeholders to design impactful omnichannel strategies
Maintain elevated standards of project delivery and client satisfaction
Utilize diagnostic insights to inform strategic decision-making

Requirements

What you’ll need

Bachelor's Degree
3 years of consulting and/or industry roles within customer service/contact center operations
Master's Degree in Business Administration preferred
Experience with omnichannel customer service strategies
Knowledge of CCaaS, AI/automation, and contact center technologies
Proficiency in data analysis and customer service performance measurement
Demonstrating ability to mentor junior team members

Benefits

Comp & perks

medical
dental
vision
401k
holiday pay
vacation
personal and family sick leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer service performance measurementomnichannel customer service strategiesCCaaSAIautomationcontact center technologies

Soft Skills

client relationship managementmentoringprocess improvementcollaborationstrategic decision-makingproject deliveryclient satisfaction

Certifications

Bachelor's DegreeMaster's Degree in Business Administration