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About the Role

As a Sales Operations Senior Manager specializing in Customer Experience, you will provide consulting services to enhance customer satisfaction and loyalty. You will analyze customer touchpoints, design customer journey maps, and guide clients in creating seamless, personalized experiences. This role requires leveraging your skills and network to deliver quality results, motivate teams, and solve complex problems with sound judgment. Developing and sustaining diverse teams is crucial for success.

Responsibilities

Leading strategic initiatives to enhance customer experience and drive business growth
Analyzing client needs and developing customer-centric solutions to improve satisfaction and loyalty
Designing and implementing customer journey maps to create seamless and personalized experiences
Managing sales operations to optimize processes and improve service delivery
Utilizing analytical thinking and trend analysis to identify opportunities for business process improvement
Overseeing customer relationship management and retention strategies to foster long-term client engagement
Applying systems thinking to identify underlying problems and opportunities within customer strategies
Directing teams through complex and ambiguous situations, maintaining composure and focus
Crafting and conveying clear, impactful messages that tell a holistic story to clients and stakeholders
Initiating open and honest coaching conversations to develop high-performing, diverse teams
Validating outcomes with clients, sharing alternative perspectives, and acting on feedback to refine strategies
Making informed decisions to resolve issues hindering team effectiveness and operational success

Requirements

At least a Bachelor's degree
At least 7 years of experience

Skills

Customer relationship management
Customer retention
Strategic questioning
Analytical thinking
Business process improvement
Sales funnel management
Service design strategies
Trend analysis
Customer segmentation strategies
Systems thinking
Consulting services
Customer journey mapping

Location

Remote

Work Type

Full-time
Hybrid

Experience Level

Senior Manager
7+ years

Education Level

Bachelor's degree

Salary/Compensations

$124,000 - $280,000

Benefits

Medical
Dental
Vision
401k
Holiday pay
Vacation
Personal and family sick leave
Annual discretionary bonus

About the Company

PwC is a professional services firm offering consulting services focused on enhancing customer experience within its Commercial & Service Excellence practice.
Learn more about how we work: https://pwc.to/how-we-work

Equal Opportunity

As PwC is an equal opportunity employer, all qualified applicants will receive consideration for employment at PwC without regard to race; color; religion; national origin; sex (including pregnancy, sexual orientation, and gender identity); age; disability; genetic information (including family medical history); veteran, marital, or citizenship status; or, any other status protected by law.
PwC does not intend to hire experienced or entry level job seekers who will need, now or in the future, PwC sponsorship through the H-1B lottery, except as set forth within the following policy: https://pwc.to/H-1B-Lottery-Policy.
For only those qualified applicants that are impacted by the Los Angeles County Fair Chance Ordinance for Employers, the Los Angeles' Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, San Diego County Fair Chance Ordinance, and the California Fair Chance Act, where applicable, arrest or conviction records will be considered for Employment in accordance with these laws. At PwC, we recognize that conviction records may have a direct, adverse, and negative relationship to responsibilities such as accessing sensitive company or customer information, handling proprietary assets, or collaborating closely with team members. We evaluate these factors thoughtfully to establish a secure and trusted workplace for all.