pwcAlbany, NY
Customer Managed Services - Senior Manager - Contact Center Operations
Customer Managed Services - Senior Manager - Contact Center Operations
Customer Managed Services - Senior Manager - Contact Center Operations
pwcAlbany, NY
today
Administrative Management and General Management Consulting ServicesOther Management Consulting ServicesComputer Systems Design Services
Apply for this role (opens in a new tab)Overview:
In this senior role, you guide client-focused initiatives to shape customer experience strategies, analyze operations, and craft solutions that improve engagement. You lead large programs, advise executives, and drive trusted relationships and operational excellence within the Customer Consulting practice. You’ll align multidisciplinary teams and translate insights into actionable recommendations to support business growth and a better customer journey. This is a customer-centric leadership opportunity at scale with measurable impact. Compensation / Benefits medical dental vision 401k holiday pay vacation/sick leave
Responsibilities:
Advise clients on customer experience strategies and managed services to improve retention and satisfaction Lead large CX programs from planning to delivery, coordinating priorities and delivery teams Analyze journeys, touchpoints, and service data to identify pain points and opportunities Design service models, journey maps, and customer-centric operating approaches Apply systems thinking to link feedback, metrics, and improvements to outcomes Guide teams through complex delivery, shifting priorities, and ambiguous environments Coach teams on customer strategy, service design, and client delivery methods Build trusted client relationships across levels to present findings and adjust direction Utilize digital tools and data management to inform solutions and track performance Develop and refine CX offerings for scalable delivery and long-term value
Key requirements:
Bachelor’s degree 7+ years of experience leadership coaching communication customer journey analysis service design systems thinking
Also on the board Same function, level within a rung
Level
Lead
Location
Albany, NY
Occupation
Management Analysts
Industry
Administrative Management and General Management Consulting Services
Posted
today