Contact Center Transformation - Senior Manager

PricewaterhouseCoopers•Tampa, NY

3d•Remote

About The Position

As a Contact Center Transformation - Senior Manager, you will lead the charge in revolutionizing user interaction engineering within our Software and Product Innovation group. Your role will involve driving strategic initiatives in contact center technology, leveraging data, analytics, and AI to enhance client support and service excellence. As a Senior Manager, you will apply your skills to influence and guide large projects, fostering operational excellence and delivering impactful results. You will motivate and coach teams to navigate complex challenges, applying sound judgment and strategic advising to achieve project success. Within our Commercial & Service Excellence practice, you will play a pivotal role in shaping the future of contact center technology. Your ability to develop high-performing, diverse teams will be crucial as you craft and convey clear, engaging messages that tell a holistic story. In this role, you will validate outcomes with clients, share alternative perspectives, and act on feedback to drive continuous improvement. Your commitment to excellence and ability to solve through complexity will contribute significantly to the success of our firm, positioning you as a strategic advisor in the ever-evolving landscape of user interaction engineering.

Requirements

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

Nice To Haves

Demonstrating AI fluency and AI-human collaboration
Utilizing analytical thinking and industry trend analysis
Excelling in customer experience (CX) strategy and service excellence
Conducting discovery and user research design
Developing interactive design and digital accessibility solutions
Leading customization and development for client support
Innovating workflow analysis and development strategies

Responsibilities

Leading the transformation of contact center operations through innovative user interaction engineering
Guiding teams in the strategic planning and execution of customer experience strategies
Utilizing AI fluency and human-centered design to enhance user interaction and service excellence
Conducting discovery and analysis to identify opportunities for workflow development and optimization
Developing and customizing digital tools to improve usability and accessibility for diverse user groups
Building and maintaining relationships with stakeholders to gather customer insights and drive product customization
Promoting the integration of industry trend analysis and strategic questioning to inform decision-making
Overseeing the implementation of interactive design and usability testing to refine user experiences
Coaching and providing feedback to teams to foster a culture of continuous improvement and innovation
Validating data integrity and security within analytics frameworks to support informed decision-making