CSX - Manager, Contact Center Transformation Strategy

About this role

Description

The Opportunity

As a Manager, Contact Center Transformation Strategy you will help shape and advance transformation work across contact center operations, using strategy consulting skills to support client priorities, assess operating models, and develop practical recommendations that improve service delivery and business performance. As a Manager you will lead teams and projects, coach junior staff, manage client accounts, and bring together strategic planning, business knowledge, and sound judgment to navigate complex work across multiple priorities within our Strategy Consulting practice. In this role at PwC, you will work within our Commercial & Service Excellence network and focus on contact center operations, collaborating across corporate and business strategy consulting efforts to analyze business needs, develop deliverables, and support client engagement workstreams with a steady focus on quality, timelines, and accountability.

Responsibilities

• Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning
• Managing client engagement activities and guiding teams through research, analysis, and presentation development
• Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations
• Assessing customer behavior, service performance, and industry trends to identify improvement opportunities
• Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities
• Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options
• Coaching junior team members on analytical methods, problem solving, and deliverable development
• Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations
• Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives

What You Must Have

• At least a Bachelor's degree
• At least 6 years of experience in professional services or consulting roles that include strategy consulting experience

What Sets You Apart

• Preference for at least one field of study listed
• Leading contact center transformation strategy engagements
• Applying business analysis and process improvement methods
• Using data analytics and market research insights
• Coaching teams through complex client workstreams
• Developing stakeholder analysis and strategic planning skills

The salary range for this position is: $99,000 - $232,000. 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