Are you ready to make an impact?
West Monroe is seeking a motivated customer service expert to join our team as a Manager as part of our Customer Service Strategy Team. You are an expert in customer service, especially in applying your knowledge to transform contact centers and digital self-service with a blend of operations, people, and technology experience. In this role, you will collaborate with clients to establish project vision and objectives and lead programs to plan for and deliver transformation. Your analytical and creative thinking will be crucial in solving complex problems and ensuring successful project delivery. You will play a key role in reimagining customer support in a digital landscape, helping clients optimize and transform their customer service solutions. Additionally, you will be involved in the selling process, creating and pitching proposals to solve client problems. This position offers an opportunity to lead and develop people and the practice.
Responsibilities
Client Delivery
- Lead client engagements and large-scale transformation in customer service from strategy development through implementation.
- Lead the development and enhancement of methodologies and client-delivery approaches for customer service transformation.
- Assess client current state to identify gaps, document requirements, and recommend solutions; craft high-level strategic roadmaps as well as detailed project plans to address gaps.
- Lead the design of business and technology solutions in contact centers and customer service organizations.
- Create business cases and quantify the value of improvements in a service organization (people, process, technology, and data).
- Develop and articulate vision statements, strategies, objectives, key results, and roadmaps.
- Collaborate effectively with stakeholders, building strong client relationships.
- Work with technical resources to define solutions tailored to clients' business needs.
- Create current- and future-state process maps outlining recommendations for optimization.
- Identify issues and risks, develop and execute mitigation strategies and communication plans.
- Manage individuals on project teams.
People and Practice Development
- Coach, mentor, and develop teams to further West Monroe’s mission of “Building the Next Generation of Leaders.”
- Provide customer service thought leadership by educating yourself on the latest trends and solutions in the market; engage externally through whitepapers, speaking events, and other channels.
- Participate actively in the recruiting process.
- Drive the development and enhancement of West Monroe’s methodologies and approaches to client delivery and provide thought leadership for internal practice development.
- Coach and manage other consultants and participate actively in the performance expectation process.
Business Development
- Participate in business development with prospective clients including solution definition, pre-sales, estimating, negotiating, and project planning.
- Understand client needs and goals, translating those into detailed project proposals.
- Create work plans, pricing estimates, and risk assessments for prospects.
- Lead client relationship development and support account planning.
- Actively identify business development opportunities, including cross-selling to other capabilities and practices within West Monroe.
Qualifications
- 7+ years of experience with 5+ years of experience within a consulting firm, corporate strategy, or professional services division.
- Experience in Customer Experience, Customer Service, and Contact Centers, with industry experience in healthcare, insurance, consumer & industrial products, and high tech preferred.
- Experience planning for and leading executive workshops and interviews.
- Experience experimenting with or implementing GenAI solutions in customer service.
- Experience working with leading omnichannel technologies and platforms (including CRM, CCaaS, Voice of the Customer).
- Experience leading both business and technology teams.
- Strong written and verbal communication skills; ability to cater messages to a range of audiences, especially senior leaders and executives.
- Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment.
- Bachelor’s degree in business, engineering, computer science, information systems preferred, not required
- Ability to travel to client sites 30-50%.
Additional Requirements
- Familiarity with cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem.
- Hands-on experience with artificial intelligence and conversational design.
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. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.
Seattle or Washington, D.C.
$155,100—$172,400 USD
Los Angeles
$162,500—$180,600 USD
New York City or San Francisco
$169,900—$188,800 USD
A location not listed above
$147,700—$164,200 USD
Based on pay transparency guidelines, the salary range for this role is listed 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. Ten weeks of paid parental leave will also be available for use after successful completion of one year of employment.
Chicago
$147,700—$164,200 USD
At West Monroe, we work with you.
We’re a global business and technology consulting firm passionate about creating measurable value for our clients, delivering real-world solutions.
The combination of business and technology is not new, but how we bring them together is unique. We’re fluent in both. We know that technology alone is not the answer, but how we apply it is. We rely on data to constantly adapt and solve new challenges. Actions that work today with outcomes that generate value for years to come.
At West Monroe, we zero in on the heart of the opportunity, getting to results faster and preparing people for what’s next.
You’ll feel the difference in how we work. We show up personally. We’re right there in the room with you, co-creating through the challenges. With West Monroe, collaboration isn’t a lofty promise, but a daily action. We work together with you to turn vision into clear action with lasting impact.
West Monroe is an Equal Employment Opportunity Employer
We believe in treating each employee and applicant for employment fairly and with dignity. We base our employment decisions on merit, experience, and potential, without regard to race, color, national origin, sex, sexual orientation, gender identity, marital status, age, religion, disability, veteran status, or any other characteristic prohibited by federal, state or local law. To learn more about diversity, equity and inclusion at West Monroe, visit www.westmonroe.com/inclusion.
If you are based in California, we encourage you to read West Monroe’s Notice at Collection for California residents, provided pursuant to the California Consumer Privacy Act (CCPA) and linked here.
What the Team is Saying
What We Do
West Monroe is a global business and technology consulting firm passionate about creating value for our clients. We co-create solutions that accelerate results now and prepare industries to tackle what’s next. We’re excited by the possibilities that technology creates. We work with our clients to deliver on the possible, building on their goals, generating fresh insights and creating inspiring outcomes.
We excel at the intersection of industry, strategy, people and technology—always driving rapid impact. Our all-in approach comes from our unique employee ownership structure. Our clients’ success is our success. From the beginning, our growth has come from putting people at the center. Fortune and USA Today consistently celebrate West Monroe as a top workplace, and we’re recognized as a leading consultancy by Forbes and Forrester.
Why Work With Us
It’s our mission to help build the next generation of leaders, and we’re committed to partnering with employees to build an experience that’s challenging, fulfilling, and filled with constant opportunities to grow, and to make a real difference.
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West Monroe Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our hybrid Working Model is centered on personal accountability, flexibility, and responsibility. We prioritize being together in person for the moments that matter most.
