Manager, Service Strategy

Are you ready to make an impact?

West Monroe is searching for a motivated Service Strategy expert to join our team as a Manager within our Technology & Experience practice. In this role, you’ll collaborate with clients to establish the project vision, analyze business requirements, create design documentation for an implementation, and manage teams and projects. 

Responsibilities: 

Client Delivery: 

• Lead the development and enhancement of methodologies and client-delivery approaches for Service Excellence within Customer Solutions   
• Provide thought leadership related to the Service Excellence offering through blogs, whitepapers, and methodology documents   
• Identify and document requirements and create design documentation for an implementation  
• Create business cases and quantify value of improvements in a service organization (people, process, technology)   
• Develop and articulate vision statements, strategies, objectives, key results, and roadmaps  
• Collaborate with technical resources to define solutions   
• Create current- and future-state process maps outlining recommendations for optimization  
• Identify issues and risks develop and execute mitigation strategies and communication plans: escalate, and monitor project issues to resolution  
• Manage individuals on project teams  

People and Practice Development 

• Drive and develop better behavior to create strong consultants 
• Participate actively in the recruiting process  
• Drive the development and enhancement of WMP’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 business needs and requirements and help turn those goals into tangible deliverables including projects and detailed proposals, requirements specifications, design deliverables, status reports and project plans 
• Create work plans, pricing estimates, and risk assessments for prospects 
• Participate in key client relationships and growing those accounts within Customer Solutions practice and cross selling to other areas within WMP 

Qualifications: 

• 7+ years of experience working for a consulting firm or a professional services division of a company in a manager role preferred 
• experience in Customer Experience, Customer Service, Help Desk, or Contact Centers. Industry experience in healthcare, financial services, and high tech is preferred  
• Experience working in customer service organizations and can diagnose problems and provide recommendations.  
• Experience planning for and leading executive workshops and interviews  
• Experience working with omnichannel technologies and platforms  
• Proficient in Microsoft Office tools and collaboration tools such as Zoom  
• Experience managing and mentoring a team  
• Strong written and verbal communication skills; ability to cater messages to a range of audiences; especially the ability to communicate effectively to senior leaders and executives  
• Ability to manage multiple tasks and contribute in a fast-paced, team-oriented environment  
• Ability to travel to client-site 30-50%  
• Hybrid role 

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 a