Manager, Contact Center Transformation

PwC

Manager in Contact Center Transformation at PwC leading initiatives to enhance customer experience and optimize service delivery. Guiding teams, managing client accounts, and driving engagement workstreams.

Posted 7/29/2026full-timeNew York City • District of Columbia, Florida, Illinois, New York, Texas • 🇺🇸 United StatesMid-LevelSenior💰 $99,000 - $232,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience (CX) Strategy and Customer Journey Analysis, with a strong focus on Business Process Improvement and Customer Relationship Management. Proven ability to lead teams, coach members, and utilize Key Performance Indicators (KPIs) for strategic decision-making.

Highest-signal resume keywords

Customer Experience (CX) StrategyCustomer Journey AnalysisBusiness Process ImprovementCustomer Relationship ManagementKey Performance Indicators (KPIs)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience (CX) StrategyCustomer Journey AnalysisBusiness Process ImprovementCustomer Relationship ManagementKey Performance Indicators (KPIs)

Soft Skills

CoachingMentoringAnalytical ThinkingTeam LeadershipStrategic Questioning

Industry Keywords

Customer Engagement StrategiesClient Relationship ManagementCustomer SatisfactionCustomer RetentionService Design

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead contact center transformation initiatives to enhance customer experience
Guide teams in developing and implementing customer engagement strategies
Utilize analytical thinking to drive business process improvements
Build and maintain relationships with clients for satisfaction and retention
Develop customer journey analysis and service design
Promote KPIs to measure and improve service excellence
Coach and mentor team members in customer relations and strategic questioning

Requirements

What you’ll need

At least a Bachelor's degree
At least 5 years of experience
Preference for fields of study: Computer Engineering, Information CyberSecurity, Information Technology, Management Information Systems, Computer Applications
Proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
Business Process Improvement techniques for customer satisfaction
Customer Relationship Management and Customer Retention strategies
Experience in analyzing trends and utilizing Key Performance Indicators (KPIs) for strategic decision-making
Leading teams with coaching and feedback focus

Benefits

Comp & perks

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