Are you ready to make an impact?
West Monroe is seeking a motivated customer service expert to join our team as a Manager as part of our Customer Service Strategy Team. You are an expert in customer service, especially in applying your knowledge to transform contact centers and digital self-service with a blend of operations, people, and technology experience. In this role, you will collaborate with clients to establish project vision and objectives and lead programs to plan for and deliver transformation. Your analytical and creative thinking will be crucial in solving complex problems and ensuring successful project delivery. You will play a key role in reimagining customer support in a digital landscape, helping clients optimize and transform their customer service solutions. Additionally, you will be involved in the selling process, creating and pitching proposals to solve client problems. This position offers an opportunity to lead and develop people and the practice.
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Responsibilities
Client Delivery
- Lead client engagements and large-scale transformation in customer service from strategy development through implementation.
- Lead the development and enhancement of methodologies and client-delivery approaches for customer service transformation.
- Assess client current state to identify gaps, document requirements, and recommend solutions; craft high-level strategic roadmaps as well as detailed project plans to address gaps.
- Lead the design of business and technology solutions in contact centers and customer service organizations.
- Create business cases and quantify the value of improvements in a service organization (people, process, technology, and data).
- Develop and articulate vision statements, strategies, objectives, key results, and roadmaps.
- Collaborate effectively with stakeholders, building strong client relationships.
- Work with technical resources to define solutions tailored to clients' business needs.
- Create current- and future-state process maps outlining recommendations for optimization.
- Identify issues and risks, develop and execute mitigation strategies and communication plans.
- Manage individuals on project teams.
People and Practice Development
- Coach, mentor, and develop teams to further West Monroe’s mission of “Building the Next Generation of Leaders.”
- Provide customer service thought leadership by educating yourself on the latest trends and solutions in the market; engage externally through whitepapers, speaking events, and other channels.
- Participate actively in the recruiting process.
- Drive the development and enhancement of West Monroe’s methodologies and approaches to client delivery and provide thought leadership for internal practice development.
- Coach and manage other consultants and participate actively in the performance expectation process.
Business Development
- Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating, and project planning.
- Understand client needs and goals, translating those into detailed project proposals.
- Create work plans, pricing estimates, and risk assessments for prospects.
- Lead client relationship development and support account planning.
- Actively identify business development opportunities, including cross-selling to other capabilities and practices within West Monroe.
Qualifications
- 7+ years of experience with 5+ years of experience within a consulting firm, corporate strategy, or professional services division.
- Experience in Customer Experience, Customer Service, and Contact Centers, with industry experience in healthcare, insurance, consumer & industrial products, and high tech preferred.
- Experience planning for and leading executive workshops and interviews.
- Experience experimenting with or implementing GenAI solutions in customer service.
- Experience working with leading omnichannel technologies and platforms (including CRM, CCaaS, Voice of the Customer).
- Experience leading both business and technology teams.
- Strong written and verbal communication skills; ability to cater messages to a range of audiences, especially senior leaders and executives.
- Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment.
- Bachelor’s degree in business, engineering, computer science, information systems preferred, not required
- Ability to travel to client sites 30-50%.
Additional Requirements
- Familiarity with cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem.
- Hands-on experience with artificial intelligence and conversational design.
Based on pay transparency guidelines, the salary range for this role can vary based on your proximity to one of our West Monroe offices (see table below). Information on our competitive total rewards package, including our bonus structure and benefits is here. Individual salaries are determined by evaluating a variety of factors including geography, experience, skills, education, and internal equity.
Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan, purchase shares from our employee stock ownership program and be eligible to receive annual bonuses. Employees will also receive unlimited flexible time off and ten paid holidays throughout the calendar year. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.
West Monroe is a digital services firm that partners with companies in transformative industries to deliver quantifiable financial value. We believe that digital is a mindset and it’s something companies become, not something they do. We bring together diverse, multidisciplinary teams that use their expertise to develop and execute new ideas and ways of working.
At West Monroe, we invest in our people and care in a big way. We are growing the next generation of leaders who lead with inclusion, enabling us to address our clients’ most complex challenges. If you’re looking for a place where you’ll feel supported, our team will help you grow. We believe that growth breeds opportunity for all. And know that when we come together, we can do what's never been done.
Our fast-paced culture and collaborative teams bring the energy and expertise needed to make an impact and deliver beyond expectations. If you are ready to set big goals with us, join us on our journey of building what matters for our clients, our people, and our communities.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.