Leads contact center transformation initiatives focused on user interaction engineering, AI, analytics, customer experience, and service excellence. Guides teams through strategic planning, workflow optimization, digital tool development, accessibility, usability testing, and stakeholder engagement. Conducts discovery and research, validates outcomes, ensures data integrity and security, and coaches teams to deliver continuous improvement and innovative client support solutions.
The Opportunity
As a Contact Center Transformation - Senior Manager, you will lead the charge in revolutionizing user interaction engineering within our Software and Product Innovation group. Your role will involve driving strategic initiatives in contact center technology, leveraging data, analytics, and AI to enhance client support and service excellence. As a Senior Manager, you will apply your skills to influence and guide large projects, fostering operational excellence and delivering impactful results. You will motivate and coach teams to navigate complex challenges, applying sound judgment and strategic advising to achieve project success.
Within our Commercial & Service Excellence practice, you will play a pivotal role in shaping the future of contact center technology. Your ability to develop high-performing, diverse teams will be crucial as you craft and convey clear, engaging messages that tell a holistic story. In this role, you will validate outcomes with clients, share alternative perspectives, and act on feedback to drive continuous improvement. Your commitment to excellence and ability to solve through complexity will contribute significantly to the success of our firm, positioning you as a strategic advisor in the ever-evolving landscape of user interaction engineering.
Responsibilities
- Leading the transformation of contact center operations through innovative user interaction engineering
- Guiding teams in the strategic planning and execution of customer experience strategies
- Utilizing AI fluency and human-centered design to enhance user interaction and service excellence
- Conducting discovery and analysis to identify opportunities for workflow development and optimization
- Developing and customizing digital tools to improve usability and accessibility for diverse user groups
- Building and maintaining relationships with stakeholders to gather customer insights and drive product customization
- Promoting the integration of industry trend analysis and strategic questioning to inform decision-making
- Overseeing the implementation of interactive design and usability testing to refine user experiences
- Coaching and providing feedback to teams to foster a culture of continuous improvement and innovation
- Validating data integrity and security within analytics frameworks to support informed decision-making
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Demonstrating AI fluency and AI-human collaboration
- Utilizing analytical thinking and industry trend analysis
- Excelling in customer experience (CX) strategy and service excellence
- Conducting discovery and user research design
- Developing interactive design and digital accessibility solutions
- Leading customization and development for client support
- Innovating workflow analysis and development strategies
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
As a Contact Center Transformation - Senior Manager, you will lead the charge in revolutionizing user interaction engineering within our Software and Product Innovation group. Your role will involve driving strategic initiatives in contact center technology, leveraging data, analytics, and AI to enhance client support and service excellence. As a Senior Manager, you will apply your skills to influence and guide large projects, fostering operational excellence and delivering impactful results. You will motivate and coach teams to navigate complex challenges, applying sound judgment and strategic advising to achieve project success.
Within our Commercial & Service Excellence practice, you will play a pivotal role in shaping the future of contact center technology. Your ability to develop high-performing, diverse teams will be crucial as you craft and convey clear, engaging messages that tell a holistic story. In this role, you will validate outcomes with clients, share alternative perspectives, and act on feedback to drive continuous improvement. Your commitment to excellence and ability to solve through complexity will contribute significantly to the success of our firm, positioning you as a strategic advisor in the ever-evolving landscape of user interaction engineering.
Responsibilities
- Leading the transformation of contact center operations through innovative user interaction engineering
- Guiding teams in the strategic planning and execution of customer experience strategies
- Utilizing AI fluency and human-centered design to enhance user interaction and service excellence
- Conducting discovery and analysis to identify opportunities for workflow development and optimization
- Developing and customizing digital tools to improve usability and accessibility for diverse user groups
- Building and maintaining relationships with stakeholders to gather customer insights and drive product customization
- Promoting the integration of industry trend analysis and strategic questioning to inform decision-making
- Overseeing the implementation of interactive design and usability testing to refine user experiences
- Coaching and providing feedback to teams to foster a culture of continuous improvement and innovation
- Validating data integrity and security within analytics frameworks to support informed decision-making
What You Must Have
- At least a Bachelor's degree
- At least 7 years of experience
What Sets You Apart
- Demonstrating AI fluency and AI-human collaboration
- Utilizing analytical thinking and industry trend analysis
- Excelling in customer experience (CX) strategy and service excellence
- Conducting discovery and user research design
- Developing interactive design and digital accessibility solutions
- Leading customization and development for client support
- Innovating workflow analysis and development strategies
The salary range for this position is: $124,000 - $280,000. Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws. All hired individuals are eligible for an annual discretionary bonus. PwC offers a wide range of benefits, including medical, dental, vision, 401k, holiday pay, vacation, personal and family sick leave, and more. To view our benefits at a glance, please visit the following link: https://pwc.to/benefits-at-a-glance
As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
Learn more about how we work: https://pwc.to/how-we-work
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.
Applications will be accepted until the position is filled or the posting is removed, unless otherwise set forth on the following webpage. Please visit this link for information about anticipated application deadlines: https://pwc.to/us-application-deadlines
PwC San Francisco, California, USA Office
405 Howard Street Suite 600, San Francisco, CA, United States, 94105
PwC San Jose, California, USA Office
488 Amaden Boulevard, San Jose, CA, United States, 95110
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