Industry/Sector
Not Applicable

Specialism
Customer

Management Level
Manager

Job Description & Summary
Examples of the skills, knowledge, and experiences you need to lead and deliver value at this level include but are not limited to:

• Analyse and identify the linkages and interactions between the component parts of an entire system.
• Take ownership of projects, ensuring their successful planning, budgeting, execution, and completion.
• Partner with team leadership to ensure collective ownership of quality, timelines, and deliverables.
• Develop skills outside your comfort zone, and encourage others to do the same.
• Effectively mentor others.
• Use the review of work as an opportunity to deepen the expertise of team members.
• Address conflicts or issues, engaging in difficult conversations with clients, team members and other stakeholders, escalating where appropriate.
• Uphold and reinforce professional and technical standards (e.g. refer to specific PwC tax and audit guidance), the Firm's code of conduct, and independence requirements.

The Opportunity

As part of the Customer Experience team you will lead impactful projects that enhance customer service quality and effectiveness. As a Manager, you will play a pivotal role in guiding teams, managing client relationships, and driving innovative solutions that transform customer operations. This is an exciting opportunity to leverage your knowledge in contact center transformation while mentoring junior staff and contributing to meaningful business outcomes.

Responsibilities

- Foster stronger client relationships to drive successful outcomes

- Mentor junior staff to develop their skills and capabilities

- Analyze and implement process improvements for better effectiveness

- Collaborate with stakeholders to design impactful omnichannel strategies

- Maintain elevated standards of project delivery and client satisfaction

- Utilize diagnostic insights to inform strategic decision-making

What You Must Have

- Bachelor's Degree

- 5 years of consulting and/or industry roles within customer service/contact center operations

What Sets You Apart

- Master's Degree in Business Administration preferred

- Experience with omnichannel customer service strategies

- Knowledge of CCaaS, AI/automation, and contact center technologies

- Building client relationships and delivering innovative solutions

- Proficiency in data analysis and customer service performance measurement

- Demonstrating ability to mentor junior team members

- Enhancing team capability through coaching and development

- Leading digital transformation initiatives

Travel Requirements
Up to 80%

Job Posting End Date

The salary range for this position is: $99,000 - $232,000. 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

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