Service Strategy Senior Manager - Consumer

Deloitte•Tampa, FL

34d•$198,700 - $391,500•Onsite

About The Position

The Service Strategy Senior Manager is a client-facing consulting leader responsible for delivering high-impact service strategy engagements across digital self-service, contact center, and/or field service domains for Consumer clients. This role combines deep service strategy and technology transformation expertise with strong AI and digital fluency, consulting leadership, and Consumer commercial acumen, including familiarity with retail, consumer products, and direct-to-consumer business models. This role is ideal for someone who is equally comfortable setting service strategy at the executive level and leading cross-functional teams. You will guide and align business and technology leaders to ensure strategies translate into real, measurable business impact.

Requirements

10+ years of experience leading and delivering consulting engagements focused on service transformation, including contact center modernization, field service optimization, and/or digital self-service strategy
8+ years of experience leading consumer experience strategy or operational transformation engagements (e.g., contact center, field service, or customer care operations) for retail or consumer products clients
8+ years of experience in the Consumer sector, including developing consumer journeys and retail and consumer products operating models for environments such as stores, e-commerce platforms, and direct-to-consumer channels
8+ years of experience leading strategy engagements including diagnosing current state gaps and pain points, identifying priority opportunities and value drivers, and defining transformation roadmaps and business cases
2+ years of experience establishing AI-enabled workflows and driving AI adoption across teams and clients; building a prototype or solution using AI, including personal projects, is a strong plus
8+ years of experience working on or alongside technology strategy and delivery teams, including architecture assessment, AI use case prioritization, engineering build roadmap development, and implementation planning
Ability to travel 50%, on average, based on the work you do and the clients and industries/sectors you serve.
Limited immigration sponsorship may be available

Nice To Haves

Experience presenting recommendations to executive stakeholders
Experience leading engagements involving strategy, operations, and technology stakeholders
Experience using data, analytics, or artificial intelligence tools in consulting delivery
Experience working with technology and operations teams to translate strategy into roadmaps and tactical delivery plans
Experience supporting proposal development, solution shaping, or practice growth activities
Experience leading or developing teams in consulting or professional services environments
Experience with omnichannel retail, e-commerce, or direct-to-consumer business models, including loyalty program design and seasonal demand planning

Responsibilities

Leading multiple engagements that define strategies for service transformations across digital self-service, contact center, and/or field service for Consumer clients, including omnichannel retail, e-commerce, and direct-to-consumer service channels
Partnering with senior client stakeholders to define service strategies that address business and consumer needs and drive measurable outcomes
Advising clients on strategies to improve customer loyalty, retention, and lifetime value across omnichannel retail, e-commerce, and direct-to-consumer service channels
Translating business questions and data-driven insights into service strategies, executive recommendations, AI-enabled technology visions, and transformation roadmaps
Directing the identification, prioritization, and phased migration planning of AI use cases, balancing business value, technical complexity, and organizational readiness across a portfolio of initiatives
Connecting service strategy to technology delivery by aligning business goals and customer needs with technology modernization priorities, target state architecture, agentic AI orchestration design, platform requirements, and data integration strategy
Leading working sessions, executive readouts, and deliverables while managing scope, timelines, risks, dependencies, and client needs
Guiding multiple teams in prioritization, trade-off decisions, dependency management, and execution planning to drive delivery with speed and clarity
Identifying and mobilizing the right people, skillsets, and resources from across Deloitte to support client engagements
Overseeing multi-disciplinary, global delivery teams spanning strategy, technology, and operations skillsets, including Deloitte's USI (India) and ADMX (Mexico) resources, to ensure consistent delivery quality and effective knowledge transfer across time zones
Owning the commercial success of engagements, including margin performance, forecasting, and ongoing financial management
Championing AI-enabled tools and modern ways of working across teams to accelerate current state synthesis, future state strategy development, and business case creation
Driving practice growth by leading business development activities, including proposal development, solution shaping, and thought leadership
Championing and advocate for the role of service strategy both with clients and while coaching and developing teams