CSX - Manager, Contact Center Transformation Strategy&

PwC•Chicago, IL

1d•$99,000 - $232,000

About The Position

As a Manager, Contact Center Transformation Strategy, you will help shape and advance transformation work across contact center operations. You will use strategy consulting skills to support client priorities, assess operating models, and develop practical recommendations to improve service delivery and business performance. 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 PwC’s Strategy Consulting practice. In PwC’s Commercial & Service Excellence network, you will focus on contact center operations and collaborate across corporate and business strategy consulting efforts to analyze business needs, develop deliverables, and support client engagement workstreams with a focus on quality, timelines, and accountability.

Requirements

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

Nice To Haves

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.
Preference for at least one field of study listed; the posting does not identify any fields of study.

Responsibilities

Lead contact center transformation strategy workstreams from opportunity assessment through implementation planning.
Manage client engagement activities and guide teams through research, analysis, and presentation development.
Apply business analysis, strategic planning, and market research to shape contact center operating model recommendations.
Assess customer behavior, service performance, and industry trends to identify improvement opportunities.
Develop transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities.
Facilitate stakeholder analysis and executive discussions to translate business needs into actionable solution options.
Coach junior team members on analytical methods, problem solving, and deliverable development.
Evaluate competitive positioning, profitability impacts, and go-to-market implications for contact center operations.
Synthesize findings into clear recommendations that support business transformation and service excellence initiatives.