Today's companies are experiencing unprecedented digital growth
as digital-physical systems, powered by Internet of Things and
fuelled bydata, create a fully interconnected society. It's an
increasingly complex, digitized, fast-changing and interconnected
world and as part of the Sales & Service practice within Business
Transformation, you'll help leading companies across industries
strategize and execute on their future customer vision and
With rapid growth across digital, we're looking for people in a
wide range of focused areas. So whether you're interested in
customer service, customer experience, sales strategy, digital
strategy, experience design, work experience of the future, digital
program activation or social, we have a role for you. Whichever you
choose, you can expect to work in a truly leading-edge environment,
surrounded by some of the most 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.
Your key responsibilities
In this role, you'll work on a dynamic mix of projects helping
our clients solve some of their most pressing issues. Working in
diverse, inclusive teams to build relationships with our clients,
you'll deliver innovative high quality work products. As a Manager
and Call Center Lead Strategist, you will oversee the development
of the overall customer service strategy, execution of that vision
and management of client service delivery.
Skills and attributes for success
To qualify for the role, you must have
Ability to act as an advocate and leader in the strategic design
process of projects, owning the overall Customer Relationship
Management (CRM) Strategy and execution.
Knowledge of call center leading practices, processes and
technologies to help drive customer-centric solutions for helping
clients reinvent their future state customer service models. Past
experience creating strategies for enabling a differentiated
service proposition across the entire value chain and customer
lifecycle in a call center environment.
Demonstrated understanding of key areas including business
strategy, customer service, call center operations, call center
budget/ROI planning and technology enablers.
Ability to provide strategic direction, working with engagement
team to manage client expectations in line with the customer care
strategy and vision.
Experience translating business requirements and goals, end user
needs and inputs from cross-functional teams into differentiated
operations and technology solutions across the customer care
Demonstrated leadership through creating a culture of relentless
improvement, driving a thirst for constant innovation and new
thinking to improve the overall experience for customers across all
sales and care channels.
Ability to foster an innovative and inclusive team-oriented work
environment. You'll play an active role in counselling and
mentoring junior level consultants within the organization by
providing structured and on-the-job feedback.
- A valid passport and US driver's license; willingness and
ability to travel estimated 80% both domestically and
Ideally, you'll also have
Bachelor's Degree with at least 5+ years of work experience in
Customer Service, Call Center Operations, CRM Technologies, Channel
Marketing, Digital Marketing, or Customer Experience. Past
experience in consulting, call center operations, or other relevant
experience in a client facing role.
Advanced knowledge of industry trends, best practices and
technological innovations to refine/evolve channel strategies
An entrepreneurial spirit who is excited by ambiguity, operates
autonomously and is able to make informed decisions on the fly,
grounded in a Customer Experience and Customer Service point of
People management experience with both project teams and
individual direct reports.
Strong problem solving and troubleshooting skills with
experience exercising mature judgment in both internal and
Proven experience effectively prioritizing workload to meet
deadlines and work objectives.
Experience with defining and executing on customer service
initiatives, challenging how customers interact across all channels
- traditional, self-service channels, and digital channels.
- Excellent creative, analytical, process design as well as
strong oral and written communication skills.
What we look for
We're seeking passionate leaders with a strong digital vision
and a desire to stay on top of both customer experience, customer
service, and digital trends across all customer touchpoints and who
value diversity and inclusion who team to provide our clients with
innovative solutions. If you have a genuine passion for helping
clients define and execute on their customer experience vision,
EY's Customer Sales & Service Practice could be the next step in
your professional journey.
What Working at EY Offers
We offer a competitive compensation package where you'll be
rewarded based on your performance and recognized for the value you
bring to our business. 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. 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. Plus, we offer:
Continuous learning: You'll develop the mindset and skills to
navigate whatever comes next.
Success as defined by you: We'll provide the tools and
flexibility, so you can make a meaningful impact, your way.
Transformative leadership: We'll give you the insights, coaching
and confidence to be the leader the world needs.
- Diverse and inclusive culture: You'll be embraced for who you
are and empowered to use your voice to help others find
As a global leader in assurance, tax, transaction and consulting
services, we hire and develop the most passionate people in their
field to help build a better working world. This starts with a
culture that believes in giving you the training, opportunities and
creative freedom to make things better. So that whenever you join,
however long you stay, the exceptional EY experience lasts a
Join us in building a better working world. Apply now.
EY provides equal employment opportunities to applicants and
employees without regard to race, color, religion, age, sex, sexual
orientation, gender identity/expression, national origin, protected
veteran status, disability status, or any other legally protected
basis, in accordance with applicable law.