CSX - Senior Manager, Contact Center Transformation Strategy&

PwC•Chicago, IL

1d•$124,000 - $280,000

About The Position

As a Contact Center Transformation Strategy Senior Manager in PwC’s Strategy Consulting practice, you will lead large-scale transformation efforts to improve contact center operations, service models, and customer experience. You will guide complex workstreams, shape practical solutions, exercise sound judgment in ambiguous situations, coach teams, and influence stakeholders through clear, direct communication. The role applies contact center operations, operating model design, and business strategy expertise to support client service transformation, develop actionable recommendations, and contribute to Commercial & Service Excellence and Corporate and Business Strategy.

Requirements

At least a Bachelor's degree.
At least 8 years of experience in professional services or consulting roles that include strategy consulting experience.

Nice To Haves

Preference for study in at least one of the following fields: Accounting, Analytics/Data Science, Business Administration/Management, Computer Science/Information Systems, Economics, Engineering, Finance, Financial Mathematics/Quantitative Finance, Health Administration/Public Health, Mathematics/Statistics, or Operations/Supply Chain.
Demonstrating contact center transformation strategy consulting across client settings.
Leading enterprise-level customer experience and service excellence initiatives.
Applying data analytics, market research, and customer insight.
Translating business strategy into practical operating model changes.
Advising executives through complexity, ambiguity, and change.
Building stakeholder alignment through clear storytelling and influence.
Up to 80% travel required.

Responsibilities

Lead contact center transformation strategy efforts across client engagements, translating business goals into practical operating models and action plans.
Advise senior stakeholders on customer experience, service excellence, and contact center operating model decisions that support growth and efficiency.
Conduct market, customer, and competitor research to shape strategy recommendations and identify business improvement opportunities.
Analyze contact center performance data, process flows, and technology capabilities to identify gaps, risks, and transformation opportunities.
Develop business cases, strategic options, and implementation roadmaps for digital tooling, AI-human collaboration, and process redesign.
Guide teams through complex problem solving while balancing operational needs, customer expectations, and commercial objectives.
Facilitate discussions to align leaders around priorities, trade-offs, and delivery plans for transformation initiatives.
Coach team members on analysis, client presentations, and workstream delivery to support growth and accountability.
Build trusted client relationships through clear communication, thoughtful questioning, and practical recommendations.
Track delivery milestones, dependencies, and action items across multiple workstreams to maintain progress.