9 days old

Tech Support Strategy Sr. Manager

New York, NY 10017

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. Youll 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, youll 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 an authentic and inclusive leader, at all grades/levels and in all lines of service. 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:

  • Take action to ensure everyone has a voice, inviting opinion from all.
  • Establish the root causes of issues and tackle them, rather than just the symptoms.
  • Initiate open and honest 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.
  • Develop specialised expertise in one or more areas.
  • Advise stakeholders on relevant technical issues for their business area.
  • Navigate the complexities of global teams and engagements.
  • Build trust with teams and stakeholders through open and honest conversation.
  • Uphold the firm's code of ethics and business conduct.

The Operations Team is responsible for serving as a strategic business partner across Technologyand other functional units as well as the lines of service. The primary focus of the Operations support team is to provide technology support to the people of PwC, making it a great experience instable, scalable and cost effective way.

Job Requirements and Preferences:

Basic Qualifications:

Minimum Degree Required:
High School Diploma

Minimum Years of Experience:
6 year(s) of progressive roles managing IT operations quality control, process improvement, and compliance.

Preferred Qualifications:

Degree Preferred:
Bachelor Degree

Preferred Fields of Study:
Information Technology

Certification(s) Preferred:

Project Management Certification, ITIL Foundation Certification

Preferred Knowledge/Skills:

Demonstrates intimate level abilities and/ or proven record of success as a team leader in the following areas:

  • Driving continuous process improvements to facilitate a consistent and positive internal customer technology support experience through process simplification, automation and issue elimination;
  • Driving the use of analytics to identify opportunities to improve the customer experience;
  • Identifying and implementing automation opportunities such as RPA and bots;
  • Managing service provider relationships, providing regular feedback to service providers and establishing service improvements are implemented;
  • Establishing that service providers mitigate service quality issues and customer complaints by responding to customer escalations and establishing actions are taken to prevent recurrence;
  • Seeking out and implementing innovative ways to improve customer technology support 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 locations;
  • 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;
  • Demonstrating experience with conversational AI, data analytics and other emerging technologies;
  • Implementing technology support self service options;
  • Playing a leading role in identifying business process improvement opportunities that can be achieved through automation;
  • Building bots for customers to use for support;
  • Getting work done by collaborating with others;
  • Conducting focus groups to get feedback from customers on their support experiences;
  • Brainstorming new ways to deliver support and reduce the need for customers to contact support;
  • Having a continuous improvement mindset and keen focus on enhancing the customer experience; and,
  • Implementing chat bots to enable customer self help.

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.

For positions based in San Francisco, consideration of qualified candidates with arrest and conviction records will be in a manner consistent with the San Francisco Fair Chance Ordinance.


Posted: 2020-02-13 Expires: 2020-03-15

Before you go...

Our free job seeker tools include alerts for new jobs, saving your favorites, optimized job matching, and more! Just enter your email below.

Share this job:

Tech Support Strategy Sr. Manager

New York, NY 10017

Join us to start saving your Favorite Jobs!

Sign In Create Account
Powered ByCareerCast