About this opportunity
PwC lists this CSX - Manager, Contact Center Transformation Strategy& opportunity in dallas, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Corporate and Business Strategy
Management Level
As a Manager, Contact Center Transformation Strategy you will help shape and advance transformation work across contact center operations, using strategy consulting skills to support client priorities, assess operating models, and develop practical recommendations that improve service delivery and business performance. As a Manager 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 our Strategy Consulting practice. In this role at PwC, you will work within our Commercial & Service Excellence network and focus on contact center operations, collaborating across corporate and business strategy consulting efforts to analyze business needs, develop deliverables, and support client engagement workstreams with a steady focus on quality, timelines, and accountability.
Leading contact center transformation strategy workstreams from opportunity assessment through implementation planning
- Managing client engagement activities and guiding teams through research, analysis, and presentation development
- Applying business analysis, strategic planning, and market research to shape contact center operating model recommendations
- Assessing customer behavior, service performance, and industry trends to identify improvement opportunities
- Developing transformation roadmaps that align digital tooling, AI-enabled processes, and customer strategy priorities
- Facilitating stakeholder analysis and executive discussions to translate business needs into actionable solution options
- Coaching junior team members on analytical methods, problem solving, and deliverable development
- Evaluating competitive positioning, profitability impacts, and go-to-market implications for contact center operations
- Synthesizing findings into clear recommendations that support business transformation and service excellence initiatives
At least a Bachelors degree
- Preference for at least one field of study listed
- 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
Travel Requirements
Actual compensation within the range will be dependent upon the individuals 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. PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; disability; genetic information (including family medical history); veteran, marital, or citizenship status; 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:
more about how we work:
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.
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.