Senior Manager, Customer Service Strategy

Are you ready to make an impact?

West Monroe has an opportunity for a Senior Manager to join our Service Strategy team within our Technology & Experience practice. This leader will play a key role in delivering impactful client work, managing teams, and contributing to the growth and development of West Monroe's Service Strategy offerings. The Senior Manager will work across practices and industries, focusing on contact center and customer service strategy projects while building strong relationships with client executives.

Responsibilities

Client Delivery

• Lead transformational client projects with a scope of services that includes diagnostics and business cases, customer service strategy, contact center optimization, omnichannel strategy, CCaaS platform selection, service process improvement, service performance measurement, and customer service culture enhancement.
• Manage multidisciplinary teams to achieve client business objectives and deliver measurable results.
• Build and maintain strong relationships with client teams and executives, ensuring value is understood and realized from engagements.
• Provide quality assurance across client engagements, ensuring high standards of delivery excellence.
• Own project management responsibilities, including budget oversight, timelines, risk management, and invoicing.
• Advise clients on business processes and technologies within contact centers and customer service organizations to drive long-term scalability, operational cost reduction, and process improvement.

Practice Development

• Contribute to the growth and development of the Service Strategy team by collaborating on methodologies, frameworks, and best practices.
• Work closely with national and local leadership within the Technology & Experience practice and across West Monroe's industry and functional practices to deliver multi-disciplinary, data-driven offerings.
• Stay informed on emerging trends such as AI, CCaaS platforms, and omnichannel strategies, and apply this knowledge to client engagements and practice development.
• Actively participate in recruiting and retaining top-quality candidates to build a strong team.
• Mentor and coach team members, fostering a collaborative and productive environment while supporting individual career growth.

Business Development

• Support business development efforts by cultivating new and existing client opportunities related to Service Strategy.
• Collaborate on proposals, work plans, pricing estimates, and risk assessments for prospective clients.
• Contribute to expanding relationships within existing accounts and identifying opportunities for additional value creation.
• Attend conferences and networking events to represent West Monroe's brand and market perception.

Qualifications

• 8+ years of experience working in consulting or customer service strategy, with a focus on contact centers or customer service organizations.
• 5+ years of experience leading teams of professionals, including managing and mentoring individuals.
• Proven expertise in driving improvements in customer service efficiency and productivity, including contact center design, omnichannel strategy, CCaaS platform selection, service process design, organizational design, and service performance measurement.
• Experience managing multidisciplinary teams and delivering impactful client results across industries.
• Strong project management skills, including schedule, scope, issue and risk management, change management, and strategic planning.
• Demonstrated ability to build and maintain collaborative relationships with client executives and team members.
• Entrepreneurial spirit and willingness to innovate on new and emerging solutions in customer service strategy.
• Knowledge of emerging trends such as AI, automation, and omnichannel strategies and their application within customer service organizations.
• Ability to travel, as required based on client and practice demands (expected to be 30-50%).

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. Eligibility for ten weeks of paid parental leave will also be available upon hire date.

Chicago

$203,400-$239,300 USD

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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 Monroeis 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

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