Customer Service Manager

The opportunity At EY Studio+, our Customer Service Transformation team helps Power Utilities clients reimagine service strategy, operations, customer experience, processes, and enabling technology. As a Manager Consultant, you will support client-facing engagements that improve customer outcomes, increase efficiency, and deliver measurable business value across contact center, field service, digital service, and customer support environments. Your key responsibilities Conduct research on leading practices for B2C and B2B customer service organizations, with emphasis on Power and Utilities industries Lead stakeholder interviews and workshops to understand service operations, customer pain points, technology needs, and improvement opportunities Document current-state service processes, operating models, and enabling technologies to support assessment and future-state design Develop client-ready materials, synthesize findings, and support recommendations tied to efficiency, customer experience, and ROI Assess customer service capabilities, processes, and technologies to identify opportunities for operational improvement and digital enablement Support customer service technology assessments and implementations across CRM, contact center, field service, knowledge management, AI, automation, and customer communication platforms Coach junior team members through structured feedback, collaboration, and on-the-job development Stay current on digital customer service, customer experience, automation, AI, and service technology trends To qualify for the role, you must have Bachelor’s degree required; degree in Business Administration, Marketing, Operations, Data Analytics, Information Systems, Health Administration, or a related field preferred; MBA or equivalent may be considered 5+ years of consulting or industry experience focused on customer service, customer experience, service operations, contact center operations, field service, digital transformation, or related technologies Experience prioritizing work, meeting deadlines, and delivering client-ready work products in fast-paced environments Demonstrated problem-solving skills and ability to exercise mature judgment in internal and client-facing situations Experience with core consulting activities such as workshop planning, leading practice research, current-state assessment, gap analysis, process design, operating model design, and roadmap development Advanced analytical and collaborative problem-solving skills, with ability to break down business issues and support practical solutions Excellent written and verbal communication skills, including ability to explain complex concepts clearly to business and technology audiences Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Word Valid passport and US driver’s license; willingness and ability to travel domestically and internationally as needed, estimated 50–80% Skills and attributes for success Ability to work across business and technology functions involved in the customer service lifecycle, including customer experience, service operations, contact center, field service, digital, IT, data, and analytics Knowledge of Power and Utilities customer service environments, including service roles, operating models, processes, tools, and KPIs Understanding of customer service leading practices and ability to help shape customer-centric service strategies and future-state experiences Familiarity with customer service technology categories such as CRM, contact center, field service, knowledge management, AI, automation, workflow, and customer communication platforms Ability to connect service strategy, process improvement, technology enablement, and measurable business outcomes for client stakeholders Collaborative, inclusive team style with interest in coaching, mentoring, and developing junior consultants Ideally, you’ll also have Experience with customer service technology solutions such as Salesforce Service Cloud, Microsoft Dynamics Customer Service, ServiceNow Customer Service Management, Genesys, NICE, Five9, Zendesk, Oracle Service, or similar platforms; relevant certifications are a plus Familiarity with AI, automation, and analytics use cases for service functions, such as agent assist, chatbots, virtual agents, intelligent routing, case summarization, knowledge recommendations, workforce optimization, and performance insights Working knowledge of agile delivery methodology or experience working on teams that operate in an agile fashion Awareness of industry trends, leading practices, and technology innovations used to evolve Power and Utilities customer service strategies, operating models, and digital service experiences What we look for We are looking for professionals who think strategically, execute tactically, and collaborate effectively with business and technology stakeholders. Successful candidates are passionate about improving customer service outcomes, driving operational change, and enabling innovation for Power and Utilities clients. What we offer you We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job in all geographic locations in the US is $128,400 to $235,300. The base salary range for New York City Metro Area, Washington State and California (excluding Sacramento) is $154,000 to $267,400. Individual salaries within those ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. Join us in our team-led and leader-enabled hybrid model. Our expectation is for most people in external, client serving roles to work together in person 40-60% of the time over the course of an engagement, project or year. Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Are you ready to shape your future with confidence? Apply today. EY accepts applications for this position on an ongoing basis. Equal Employment Opportunity Statement EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. Accommodations EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1‑800‑EY‑HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at View email address on click.appcast.io. #J-18808-Ljbffr