Customer Experience and Service Transformation Advisory Senior Manager

We are:Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: You are:You are an expert in customer support and contact centers, with an understanding of the software that enables them. You understand the ins and outs of customer support organizations, what drives call volume, how to think about customer support in a digital, self-service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve experimented with or implemented GenAI solutions and understand how they can be used to drive efficiencies and enhance the experience for both customers and agents.You’ve previously led a customer support transformation and understand large scale technology delivery. You understand how to identify and quantify cost savings or revenue opportunities, identify initiatives to realize value, and can execute against them. Additionally, you are familiar with the selling process, and you’ve pitched proposals and solutions to help solve client problems. Working in an agile, fast-paced environment at the forefront of new trends energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills? Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.The Work:Evaluate clients’ current customer service offerings and organizations, identify gaps and opportunities, to generate and prioritize recommendations, offering strategic solutions that address their unique needs and business goalsQuantify business cases, estimating the value impact of your recommendations, and sequence transformation roadmaps to realize benefits over timeLead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiencesCollaborate across teams, from visual designers to developers and data scientists to in-industry subject matter advisors, to generate insights and deliver customer-centric, insight-driven solutionsHelp advise on how technologies, including CCaaS, CRM, and GenAI can be leveraged to deliver on target outcomes such as revenue growth, cost-savings, and improved experiencesAdvise clients on ways to measure success and improve their customer-centric metricsEstablish relationships with client stakeholders and build long-term partnerships for AccentureIdentify opportunities and drive new business development efforts to help new and existing clients transform their customer serviceManage and coach junior team members, and continue to grow your own expertiseContribute to perspectives and thought leadership to help Accenture maintain its thought-leadership positionTravel: As required for client support. Location: Primary residency within 90 minutes of an approved Accenture office Here’s What You Need:At least 8 years of experience in a role with heavy focus working in customer service, customer support, contact center environment, executive ownership, leadership, and selling duties such as:Working in-depth with customer service and support business processes and capabilitiesSolutioning and selling new ideas and proposalsIncorporating experience design and analytics into customer service, and support processesLeading and understanding large, complex global transformation projectsAt least 5 years of experience working with:Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystemCustomer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.)Artificial intelligence and front-end digital platformsTwo or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management Bonus Points If:You have a Bachelor’s degree in engineering, computer science, information systems, or businessYou have an MBA or equivalent graduate degreeYou were responsible for a customer support organizationHave hands on experience with artificial intelligence and conversational designHave expertise working with organizations within Financial Services sectors.Other preferred industry verticals include:Hi-Tech, Communications & Media, Health/Healthcare, Life Science/MedTech, Retail/Utilities/Energy/Oil & Gas, Entertainment etc.#LI-NACompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 11/30/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here:U.S. Employee Benefits | AccentureRole Location Annual Salary RangeCalifornia $132,500 to $338,300Cleveland $122,700 to $270,600Colorado $132,500 to $292,200District of Columbia $141,100 to $311,200Illinois $122,700 to $292,200Maine $112,900 to $249,000Maryland $132,500 to $292,200Massachusetts $132,500 to $311,200Minnesota $132,500 to $292,200New York $122,700 to $338,300New Jersey $141,100 to $338,300Virginia $122,700 to $311,200Washington $141,100 to $311,200About AccentureAccenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.Visit us at What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more hereRequesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at View phone number on click.appcast.io or send us an email or speak with your recruiter.Equal Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.For details, view a copy of the  Accenture Equal Opportunity StatementAccenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.Accenture is committed to providing veteran employment opportunities to our service men and women.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.SummaryLocation: San Francisco, 415 Mission Street, Corp; Sacramento, 1610 R Street, Corp; Los Angeles, 6181 W Centinela Ave, Corp; Walnut Creek, 1255 Treat Blvd, Corp; Scottsdale, 15279 N Scottsdale Rd, Corp; Mountain View, 650 Castro, Corp; Seattle, 1191 2nd Avenue, Corp; Redmond, 8383 158th Avenue NE, Corp; Denver, 999 18th St, Corp; Beaverton, 15220 NW Greenbrier, Corp; Kirkland, 416 6th Street South, Corp; San Diego, 12680 High Bluff Dr, CorpType: Full time