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.

Seattle or Washington, D.C. 213600 - 251300 USD
Los Angeles 223700 - 263200 USD
New York City or San Francisco 233900 - 275200 USD
A location not listed above 203400 - 239300 USD