Senior Manager Customer Service Transformation
West Monroe is seeking a Senior Manager to help clients transform customer service and contact center operations. You will work across strategy, operating model design, CCaaS modernization, and AI-enabled service, with a particular focus on designing effective conversational experiences for voice and digital channels. You will guide clients from discovery and solution design through implementation, adoption, and continuous improvement, partnering with business, operations, experience, and technology teams.
The final title will reflect the candidate’s experience and demonstrated scope of client, delivery, and team leadership.
What you will do
Lead customer service transformation
Assess contact center operations, customer journeys, processes, technology, and performance to identify the highest-value opportunities for improvement.
Define future-state service models, omnichannel and digital self-service strategies, transformation roadmaps, and business cases that connect customer and operational outcomes.
Translate business priorities into requirements, service and experience designs, implementation plans, and measurable outcomes.
Lead client workstreams and transformation programs from strategy through implementation, managing scope, schedule, budget, risks, dependencies, and adoption with Agile, Waterfall, or blended approaches.
Design conversational experiences
Lead the design of effective voice and digital self-service experiences, including IVR, virtual agents, and chatbots, translating desired customer journeys into intuitive conversational experiences
Develop and evaluate conversational designs, including intent models, conversation flows, prompts, supporting knowledge articles, and escalation paths, ensuring they reflect operational requirements, customer interaction patterns, and client brand
Work with client operations, product, design, data, and engineering teams to shape requirements and guide configuration, integration, testing, launch, and ongoing optimization.
Use customer feedback, interaction analytics, and operational performance measures to improve self-service effectiveness, resolution rates, customer satisfaction, and agent experience
Modernize CCaaS and AI-enabled service
Guide CCaaS and customer experience AI strategy, platform evaluation, migration, implementation, and adoption across solutions such as Genesys, NiCE, Amazon Connect, and Google GECX.
Shape practical use cases for virtual agents, conversational AI, agent assist, knowledge automation, and AI copilots, balancing automation with customer satisfaction and employee effectiveness.
Partner with technical teams and platform providers to ensure solutions are scalable, supportable, and aligned to business and operational needs.
Build client relationships and team capabilities
Build trusted relationships with leaders across customer service, operations, experience, and technology; facilitate decisions on priorities, investment, and transformation direction.
Support account growth and business development by identifying client needs, shaping proposals and work plans, and developing scope, estimates, pricing, and risk considerations.
Coach and develop team members; contribute to service transformation methods, reusable assets, partner relationships, and thought leadership.
What sets you apart
7+ years of experience in customer service, contact center, customer experience, or technology transformation, including experience in consulting or professional services.
A record of leading complex client workstreams or transformation initiatives, with at least experience directing project teams or driving organizational change.
Strong knowledge of contact center operations, service KPIs, customer journey design, omnichannel strategy, and digital self-service.
Experience in conversational design and deployment. Experience with platforms such as Cognigy or Sierra or comparable platforms is highly relevant
Experience with CCaaS and customer experience AI platforms, such as Genesys, NICE, Amazon Connect, or Google GECX, and the ability to connect platform capabilities to service outcomes.
Ability to translate business needs into requirements, service designs, roadmaps, and practical implementation plans; experience working with Agile and Waterfall delivery methods.
Strong communication and facilitation skills, including the ability to work with senior client stakeholders and multidisciplinary business and technology teams.
Experience developing client proposals or supporting account growth, and a commitment to coaching and developing colleagues.
Role details
Travel: Up to 50%, based on client needs.
Work arrangement: Hybrid, ~ 2 days per week in the office. Remote work arrangements may be designated for candidates not located near a West Monroe office.
Work authorization: Must be authorized to work in the United States now and in the future without sponsorship.
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. Eligibility for ten weeks of paid parental leave will also be available upon hire date.
Seattle or Washington, D.C.
$213,600—$251,300 USD
Los Angeles
$223,700—$263,200 USD
New York City or San Francisco
$233,900—$275,200 USD
A location not listed above
$203,400—$239,300 USD