Studio+ Customer Service - Consulting -Sr Manager

Location:

Atlanta, Boston, Chicago, Dallas. Miami, New York, Philadelphia

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We'll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go.  Join EY and help to build a better working world.

** EY Studio+ Digital Customer Service  - Senior Manager*
* At EY, we're committed to building a better working world. With a culture that promotes innovation and fosters continuous learning, we help clients navigate complex challenges and unlock new opportunities. As a global leader in consulting, tax, strategy, and assurance services, we empower businesses to transform and thrive in the face of change

** Who we are*
* _We are a team of dreamers, innovators, and doers united by a passion for excellent customer service, committed to shaping its future and making a lasting impact._

** What we do*
* _We envision a world where every customer interaction becomes a cornerstone of business success. We turn these visions into reality through meticulous planning, agile execution, and continuous innovation. We pride ourselves on our ability to listen, understand, and anticipate the needs of both our clients and their customers. Working shoulder to shoulder with our clients, we craft proven strategies that not only meet but exceed expectations, fostering loyalty and driving growth._

** The opportunity*
* We are seeking an experienced, outcomes-driven  
** Senior Manager Consultant
** to join our growing Digital Customer Service consulting team. In this strategic role, you will work with top-tier organizations to reimagine customer service leveraging your expertise in data-driven insights, CX, customer service strategy and innovative solutions to deliver measurable value and meaningful outcomes for our clients.

As a Senior Manager in the practice, you will use your customer service skills and industry expertise to deliver complex, multi-part client engagements to drive our clients' success. Whether you're helping a client with optimizing their service operating model, launching a new contact center or field service solution or providing insights on customer service cost reduction, you will work on a dynamic mix of projects helping our clients solve some of their most pressing issues designing and implementing the future of service.

Leading diverse, inclusive teams to build relationships with our clients, you'll deliver innovative high-quality work products. You can expect to work in a truly leading-edge environment, surrounded by some of the most collaborative, engaging and knowledgeable colleagues in the business. This is also an opportunity to get in on the ground floor as our practice expands and be a part of creating and executing a vision for the future in an entrepreneurial environment within the larger firm.

You will be at the forefront of designing, architecting, and delivering large-scale customer service transformations.

Your role will involve applying sector-specific business drivers, market events, operating principles, and transformation trends to lead initiatives that generate long-term client value. You will also advise teams and client C-suite executives on their transformation strategies and assist in the design and implementation of complex programs.

** Your key responsibilities*
* In this pivotal role, you will be responsible for managing and delivering one or more processes, solutions, and/or projects with a focus on quality and effective risk management. You will drive continuous improvement and continuous innovation through research, analysis, and implementation of leading practices. You will manage professional employees or supervise others to deliver complex technical initiatives, with accountability for performance and outcomes.

Your decision-making responsibilities will include developing solutions to complex problems, recommending changes to policies, establishing procedures that affect your work area, and possibly the broader business function.

+ Collaborate with senior client stakeholders to assess customer service strategies, capabilities, processes, and technology utilization, identifying opportunities to improve efficiency and maximize ROI.

+ Advise clients on service optimization, customer segmentation, and personalization strategies by leveraging data-driven insights, advanced analytics, AI, and automation tools.

+ Support the assessment and implementation of customer service technology platforms and tools (e.g., CRM platforms, CCaaS platforms, Conversational AI platforms, CCM platforms etc.)

+ Architect next-generation customer service operating models-integrating AI, automation, omnichannel, and data-driven personalization.

+ Guide implementation of leading service platforms (Dynamics 365, Service Now, Genesys, Salesforce Service Cloud).

+ Build and maintain strong client relationships, identifying opportunities for additional value creation and driving new business initiatives.

+ Lead cross-functional…