Customer Managed Services - Senior Manager - Contact Center Operations

About this role

Industry/Sector Not Applicable Specialism Customer Management Level Senior Manager Job Description & Summary The Opportunity

As a Customer Managed Services - Senior Manager you will lead client-focused consulting efforts that help shape customer experience strategies, analyze service operations, and develop solutions that improve how organizations engage with their customers. As a Senior Manager you will lead large projects, advise clients at a senior level, and use sound judgment to guide teams through complex work while building trusted relationships and driving operational excellence within our Customer Consulting practice. In this role at PwC, you will guide multidisciplinary teams, communicate clear recommendations, and bring together customer insights, service design, and practical execution to support business growth and a better customer journey.

Responsibilities

• Advising clients on customer experience strategies and managed services approaches that improve retention, satisfaction, and loyalty
• Leading large customer experience programs from planning through execution, aligning priorities, milestones, and delivery teams
• Analyzing customer journeys, touchpoints, and service data to identify pain points and uncover opportunities for improvement
• Designing service models, journey maps, and customer-centric operating approaches that support business growth
• Applying systems thinking to connect customer feedback, performance indicators, and process improvements to business outcomes
• Guiding teams through complex delivery challenges, changing priorities, and ambiguous client environments
• Coaching team members on customer strategy, service design, relationship management, and client delivery methods
• Building trusted client relationships across multiple levels to present findings, validate direction, and adapt recommendations
• Using digital tools, customer data management, and trend analysis to inform solutions and track program performance
• Developing and refining customer experience offerings that support scalable delivery and long-term client value

What You Must Have

• At least a Bachelor's degree
• At least 7 years of experience

What Sets You Apart

• Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
• Demonstrating customer managed services leadership across complex client environments
• Crafting executive messages that translate service outcomes clearly
• Applying systems thinking to identify process gaps and opportunities
• Validating client feedback and adjusting service approaches thoughtfully
• Coaching diverse teams through ambiguity and change
• Modeling professional standards, conduct, and independence requirements

Travel Requirements Up to 60% Job Posting End Date

The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.

PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.

Learn more about how we work: https://pwc.to/how-we-work

For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws.  At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.

Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines