Director, Customer Service Strategy

West Monroe has an opportunity for a Director to join our Service Strategy team within our Technology & Experience practice. This leader will structure, lead, support, drive, and grow West Monroe's Service Strategy team and associated offerings in collaboration with other leaders across the company. This leader will be responsible for key client account ownership, scoping, selling, and acting as the engagement lead for Service Strategy projects, with a focus on contact centers and customer service organizations.

Responsibilities

Client Delivery

• Sell and lead transformational 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.
• Support and lead teams serving clients across industries while demonstrating executive presence with client executives.
• Manage and influence multi-disciplinary teams to achieve client business objectives; collaborate with private equity technology teams to deliver impactful results for our clients.
• Provide quality assurance and nurture relationships with client executives to ensure value is realized and understood from our engagements.
• Understand and advise on the underlying business processes and technologies within contact centers and customer service organizations to make recommendations that achieve long-term value creation, scalability, operational cost reduction, or process improvement.
• Ensure management of project economics, including budgets, invoicing, and the collection process.

Practice Development

• Be a leader in growing and developing the Service Strategy team.
• Collaborate with national and local leadership within the Technology & Experience practice and across West Monroe (WM) industry and functional practices to develop and deliver multi-disciplinary, data-driven offerings.
• Develop knowledge of emerging service strategy techniques and processes, including workforce optimization and AI applications in customer service.
• Actively participate in recruiting and retaining top-quality candidates.
• Lead and collaborate in growing capabilities in service strategy, approach, offerings, staffing, skill development, methodology, and new account development.
• Collaborate with office leadership to ensure alignment with the office culture, define the strategic direction of the Technology & Experience team, and actively lead entrepreneurial activities to expand offerings and the skills of the team.
• Coach and manage other consultants and actively participate in the performance management process.

Business Development

• Track record of selling and delivering $5M in annual sales.
• Cultivate new and existing client opportunities related to Service Strategy.
• Understand client needs to translate challenges and objectives into proposals.
• Attend conferences and networking events to further WM's brand and market perception.
• Hunt new strategic clients - using relationships and other proven business development skills.
• Initiate and lead business development meetings with prospective clients.
• Create work plans, pricing estimates, and risk assessments for prospects.

Qualifications

• 13+ years of experience working for a consulting firm or as a leader in customer service strategy or contact center operations on the industry side.
• 10+ years of experience leading teams of professionals.
• Demonstrates proven extensive skills 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.
• Extensive industry experience and consulting abilities in customer service front office operations (e.g., contact center optimization, customer journey design, service process improvement, organizational design, and vendor selection).
• Experience leading and building a consulting group or practice.
• Strong business development and an active professional network of contacts in the market.
• Entrepreneurial spirit and willingness to innovate on new and emerging solutions.
• Experience farming new business from existing clients and managing client relationships.
• Strong project management methodology background, including schedule, scope, issue and risk management experience, change management, strategic planning, and analysis.
• Proven leader with extensive ability to build solid and collaborative relationships with team members, foster a productive team environment, and coach staff with timely meaningful written and verbal feedback.
• Ability to travel, as required based on client and practice demands (expected to be 30 to 50%).