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PwC

Manager, Contact Center Transformation

PwC

. Lead contact center transformation initiatives to enhance customer experience .

Posted 9/24/2026full-timeUnited StatesMid-LevelSenior💰 $99,000 - $232,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Experience (CX) Strategy, Customer Journey Analysis, and Business Process Improvement to enhance client engagement and satisfaction. Proven ability to lead teams, coach members, and utilize trend analysis and KPIs for strategic decision-making.

Highest-signal resume keywords
Customer Experience (CX) StrategyCustomer Journey AnalysisBusiness Process ImprovementTeam LeadershipTrend Analysis

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Customer Relationship ManagementCustomer Retention StrategiesKey Performance Indicators (KPIs)Analytical ThinkingService Excellence Measurement
Soft Skills
CoachingMentoringChange ManagementLearning Agility
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Client EngagementCustomer SatisfactionService DesignData IntegrityCompliance

Tech Stack

Tools & technologies
Cyber Security

About the role

Key responsibilities & impact
  • Lead contact center transformation initiatives to enhance customer experience
  • Guide teams in developing and implementing customer engagement strategies
  • Drive business process improvements and optimize customer service management through analytical thinking
  • Build and maintain client relationships to foster customer satisfaction and retention
  • Develop customer journey analysis and segmentation to tailor service design and delivery
  • Promote KPIs to measure and improve service excellence
  • Coach and mentor team members in customer relations and strategic questioning
  • Identify trend-analysis opportunities to inform customer strategy and service innovation
  • Confirm data integrity and compliance within customer relationship management frameworks
  • Manage client service accounts and drive client engagement workstreams
  • Ensure project success, maintain standards, and identify opportunities contributing to firm success
  • Travel up to 80%

Requirements

What you’ll need
  • At least a Bachelor's degree
  • At least 5 years of experience
  • Preference for at least one of the following fields of study: Computer Engineering, Information CyberSecurity, Computer and Information Science, Information Technology, Management Information Systems, Computer Applications
  • Proficiency in Customer Experience (CX) Strategy and Customer Journey Analysis
  • Business Process Improvement techniques
  • Customer Relationship Management and Customer Retention strategies
  • Ability to embrace change and demonstrate learning agility
  • Trend analysis and Key Performance Indicators (KPIs) for strategic decision-making
  • Team leadership, coaching, and feedback
  • PwC does not intend to hire candidates who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth in the stated policy

Benefits

Comp & perks
  • Annual discretionary bonus
  • Medical insurance
  • Dental insurance
  • Vision insurance
  • 401k
  • Holiday pay
  • Vacation
  • Personal and family sick leave