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PwC Tech Network Application Customer Experience Sr. Manager

Company: PwC
Location: Charleston
Posted on: January 13, 2022

Job Description:

A career in Information Technology, within Internal Firm Services, will provide you with the opportunity to support our core business functions by deploying applications that enable our people to work more efficiently and deliver the highest levels of service to our clients. You 'll focus on managing the design and implementation of technology infrastructure within PwC, developing and enhancing both client and internal facing applications within PwC, and providing technology tools that help create a competitive advantage for the Firm to drive strategic business growth.Our Operations Support team monitors the overall quality of our service. As a part of the team, you 'll be the primary contact for ensuring the quality of our services is maintained while also considering better ways to provide the same service in a more cost efficient manner and keeping customer satisfaction with our services high.To really stand out and make us fit for the future in a constantly changing world, each and every one of us at PwC needs to be a purpose-led and values-driven leader at every level. To help us achieve this we have the PwC Professional; our global leadership development framework. It gives us a single set of expectations across our lines, geographies and career paths, and provides transparency on the skills we need as individuals to be successful and progress in our careers, now and in the future.As a Senior Manager, you'll work as part of a team of problem solvers, helping to solve complex business issues from strategy to execution. PwC Professional skills and responsibilities for this management level include but are not limited to:

  • Encourage everyone to have a voice and invite opinion from all, including quieter members of the team.
  • Deal effectively with ambiguous and unstructured problems and situations.
  • Initiate open and candid coaching conversations at all levels.
  • Move easily between big picture thinking and managing relevant detail.
  • Anticipate stakeholder needs, and develop and discuss potential solutions, even before the stakeholder realises they are required.
  • Contribute technical knowledge in area of specialism.
  • Contribute to an environment where people and technology thrive together to accomplish more than they could apart.
  • Navigate the complexities of cross-border and/or diverse teams and engagements.
  • Initiate and lead open conversations with teams, clients and stakeholders to build trust.
  • Uphold the firm's code of ethics and business conduct.Preferred skillsDemonstrates proven intimate knowledge of, and/or success in managerial roles involving:
    • Driving continuous process improvements to facilitate a consistent and positive customer experience through process simplification, automation and issue elimination;
    • Driving the use of analytics to identify opportunities to improve the customer experience;
    • Managing service provider relationships, providing regular feedback to service providers and ensuring service improvements are implemented;
    • Ensuring that service providers mitigate service quality issues and customer complaints by responding to customer escalations and ensuring actions are taken to prevent recurrence;
    • Seeking out and implementing innovative ways to improve customer experience;
    • Resolving conflicts and influencing stakeholders;
    • Seeking out customers to ask for service delivery feedback and suggestions;
    • Achieving consistency in process and customer experience across multiple countries;
    • Advocating for the customer when interacting with other teams;
    • Developing and implementing programs that improve the technology skills of our customers;
    • Managing and delivering projects by developing the project team, assessing project engagement risks throughout, driving conclusions, and reviewing/challenging the output produced by the team;
    • Measuring the impact of projects and improvements;
    • Automating Service Desk tasks;
    • Digitally transforming the Service Desk;
    • Demonstrating experience with conversational AI;
    • Implementing self service options and portals.Minimum years experience required
      • 6 year(s) Additional application instructions
        All qualified applicants will receive consideration for employment at PwC without regard to race; creed; color; religion; national origin; sex; age; disability; sexual orientation; gender identity or expression; genetic predisposition or carrier status; veteran, marital, or citizenship status; or any other status protected by law. PwC is proud to be an affirmative action and equal opportunity employer.
        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:
        Please note that, at this time, to be in-person at a PwC office, client location or PwC-sponsored events, you must be fully vaccinated against COVID-19.

Keywords: PwC, Charleston , PwC Tech Network Application Customer Experience Sr. Manager, Executive , Charleston, South Carolina

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