Sr. Manager, Customer Experience Consulting - Remote U.S.

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
TTEC Digital seeks a Sr. Manager, Customer Experience Consulting to join our Customer Experience Transformation (CXT) practice! This is a 100% remote opportunity!
As a leading consultancy in customer experience and business transformation, we at TTEC Digital are dedicated to helping our clients elevate their customer service and experience strategies to new heights. With a global presence and a commitment to excellence, we serve clients across various industries, providing tailored solutions that drive customer satisfaction, loyalty, and business growth.
The Senior Manager, Customer Experience Consulting will report directly to the Director of Customer Experience Transformation. This role is a dynamic and critical role that will help manage the contact center consulting human capital and client relationships, as well as project planning and delivery for a rapidly growing consultancy.

What you'll be doing:

• People Management
This role will be expected to manage up to five direct reports at various levels of work experience, with various backgrounds along with differing levels of involvement in consulting. This role requires people management experience and a background developing talent.
• Project Leadership
This role will be expected to provide project management expertise, guidance, and general leadership to the consulting team. This includes developing client project plans, monitoring project progress, providing feedback and expertise to the project team, and ensuring that projects are delivered on time/ budget within the scope and quality promised.
• Client Relationship Management
The Senior Manager will be expected to grow existing and new client relationships. This includes serving as the leadership stakeholder during client engagements and aiding in various pipeline building activities.
• Practice Development
From a day-to-day operation of the practice perspective, the Senior Manager will be expected to aid in ongoing activities & initiatives that strengthen the team’s ability to deliver quality projects. This includes process establishment, template creation, building practice assets and collateral, and creating other materials that help with consultant onboarding & development.
• Additional Responsibilities Include:
• Serve as a trusted advisor to clients, providing expert guidance on customer service and customer experience strategies in contact center operations and CX technology.
• Design, implement and optimize automation and ML tools in the CCaaS CRM, WFM, QA, KM and/or BI tools we will experience at each client’s unique IT infrastructure.
• Design, implement and optimize journey maps, process maps, and touchpoint maps to effectively tell the story of the client’s experience (customer & employee) journey.

Competencies:

• The Senior Manager, Customer Experience Consulting needs to possess the following competencies to be successful in this role:
• Individual: This person should possess strong interpersonal skills, have high energy and enthusiasm, demonstrate integrity and honesty, and be flexible, results oriented, and resourceful. They should also possess creative problem-solving abilities, deal effectively with difficult situations, and effectively prioritize their work. They should embody a coaching spirit and be willing to help all team members as needed, and as directed by their manager.
• Leadership: The Senior Manager should possess the skillsets and expertise necessary to gain credibility both internally and externally. They should be an effective motivator and provide leadership to a team with diverse leadership and management needs. They should also be comfortable working with a diverse customer base, skillfully manage conflict, and maintain a positive attitude in all interactions.
• Operations: This individual should have the ability to manage multiple projects, products, and outputs related to the consultancy’s daily operations. They should perform all tasks at hand in a customer friendly manner while utilizing time and resources efficiently and effectively.
• Technical: The Senior Manager should be comfortable and able to understand and communicate technical concepts relevant to contact center technology and operations.

What you'll bring:

• 10 to 15 years in Contact Center or related Customer Service / Customer Experience field


• Practical experience supporting the execution of successful CX or Operations Excellence projects, preferably in direct customer service or customer experience roles
OR
• Practical experience in the implementation of CX technologies, including elements of proje