Front Office Strategy Consulting - Service & Support Strategy Manager

PricewaterhouseCoopers•Los Angeles, NY

6d•Remote

About The Position

As a Service & Support Strategy Manager, you will play a pivotal role in our Customer Consulting practice, focusing on customer-related strategies and initiatives. You will analyze client needs, develop customer-centric solutions, and provide guidance to enhance customer experiences and drive business growth. Within our Strategy practice, you will leverage your skills to design customer journey maps and create seamless, personalized experiences that foster satisfaction and loyalty. As a Manager, you will enhance your leadership style by motivating and developing your team to deliver quality results. You are responsible for coaching and leveraging team members' strengths to meet client expectations. With your growing business acumen, you will identify opportunities that contribute to the firm's success. You are expected to lead with integrity and authenticity, articulating our purpose and values meaningfully. Embracing technology and innovation, you will enhance delivery and encourage others to do the same. In this role, you will take ownership of projects, confirming their successful planning, budgeting, execution, and completion. You will address conflicts, engage in challenging conversations, and uphold professional standards, contributing to the firm's broader business strategies.

Requirements

At least a Bachelor's degree
At least 5 years of experience

Nice To Haves

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 proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
Utilizing AI-Human Collaboration to enhance customer engagement
Excelling in Customer Relationship Management and Customer Retention strategies
Leveraging Analytical Thinking for Business Process Improvement
Embracing Digital Tooling for innovative service delivery
Developing skills in Customer Data Management (CDM) and Customer Segmentation

Responsibilities

Analyzing client needs to develop customer-centric solutions that enhance customer experience
Designing customer journey maps to create seamless and personalized experiences
Leading teams in strategic planning and execution of customer-related initiatives
Utilizing analytical thinking to identify opportunities for business growth
Managing customer data to improve engagement and retention strategies
Developing and implementing customer satisfaction surveys to gather actionable insights
Collaborating with team leadership to maintain quality and meet client expectations
Mentoring team members to leverage their strengths and improve performance
Embracing technology and innovation to enhance service delivery
Addressing conflicts and engaging in critical conversations with stakeholders
Upholding professional and technical standards in all client interactions