EY · 12 hours ago
Studio+ Customer Service - Consulting -Sr Manager
Boston, MA
Full-time
Hybrid
Senior Level, Lead/Staff, Director/Executive
$150K/yr - $344K/yr
8+ years expEY is a global leader in consulting, tax, strategy, and assurance services, committed to building a better working world. They are seeking a Senior Manager Consultant to join their Digital Customer Service consulting team, where the role involves reimagining customer service and delivering measurable value through data-driven insights and innovative solutions.
AccountingAdviceBusiness IntelligenceConsultingFinancial ServicesProfessional Services
Responsibilities
Collaborate with senior client stakeholders to assess customer service strategies, capabilities, processes, and technology utilization, identifying opportunities to improve efficiency and maximize ROI
Advise clients on service optimization, customer segmentation, and personalization strategies by leveraging data-driven insights, advanced analytics, AI, and automation tools
Support the assessment and implementation of customer service technology platforms and tools (e.g., CRM platforms, CCaaS platforms, Conversational AI platforms, CCM platforms etc.)
Architect next-generation customer service operating models—integrating AI, automation, omnichannel, and data-driven personalization
Guide implementation of leading service platforms (Dynamics 365, ServiceNow, Genesys, Salesforce Service Cloud)
Build and maintain strong client relationships, identifying opportunities for additional value creation and driving new business initiatives
Lead cross-functional teams spanning service strategy, service technology, AI, and operations
Mentor junior team members, fostering a culture of growth, collaboration, and innovation to grow a diverse team of service strategists, technologists, and operations consultants
Partner with Studio+ leaders across Experience, Digital Technologies, Data and AI, Sales, and Marketing disciplines to build a unified go-to-market approach
Stay ahead of emerging trends in digital customer service, customer experience, service technologies, and AI
Manage and deliver one or more processes, solutions, and/or projects with a focus on quality and effective risk management
Drive continuous improvement and continuous innovation through research, analysis, and implementation of leading practices
Manage professional employees or supervise others to deliver complex technical initiatives, with accountability for performance and outcomes
Develop solutions to complex problems, recommending changes to policies, establishing procedures that affect your work area, and possibly the broader business function
Qualification
Required
Bachelor's Degree with 8+ years of work experience in the digital customer service domain. MBA or equivalent is strongly preferred
Experience across multiple multi-year front-office customer service transformation efforts, helping clients reinvent service operating models. Significant knowledge of B2B or B2C customer service leading practices, processes and technologies to help drive customer-centric solutions and radically transform their service operating model
Experience working in customer service, customer-driven and/or growth projects within power and utilities, industrial products, technology, telecom, media/entertainment or consumer products/retail sector is required
Specific hands-on implementation experience involving: CCaaS platforms such as Genesys, Five9, Amazon Connect, NICE, Google CCAI, Microsoft digital contact center and others; Conversational AI platforms such as Sierra, Omelia, Verbio etc.; CRM applications such as Microsoft Dynamics, Salesforce, SAP, Pega, Oracle, Zendesk and others
Experience leading art-of-the possible workshops, solutioning workshops to stimulate ideation and innovation
Experience advising customers on use of and outcomes/impacts from AI technologies (traditional AI, generative AI, Agent AI, EQ etc.)
Experience leading engagements and collaborating with business and IT stakeholders to evaluate ideas, define solutions including: Functional/business capabilities; Application and integration architecture; Data and AI needs
Experience with developing and articulating business cases and the size-of-the-prize
Familiarity and understanding of customer service outsourcing vendors/BPOs and partner ecosystems; strengths and weaknesses
Significant people management experience with leading project teams and managing direct reports
Ability to foster an innovative and inclusive team-oriented work environment, playing an active role in mentoring junior level consultants within the organization
A valid passport and US driver's license; willingness and ability to travel estimated 50-80% both domestically and internationally
Preferred
Proven ability to navigate complex organizational structures
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Previous experience in strategy or business consulting
Significant experience in a client-facing role
Strong leadership skills with the ability to inspire and motivate teams
Excellent communication and interpersonal skills to build and manage relationships at all levels
Benefits
Medical and dental coverage
Pension and 401(k) plans
Wide range of paid time off options
Flexible vacation policy
Designated EY Paid Holidays
Winter/Summer breaks
Personal/Family Care
Other leaves of absence when needed to support your physical, financial, and emotional well-being
Company
EY is building a better working world by creating new value for clients, people, society, the planet, while building trust in the capital markets.
10001+ employees
H1B Sponsorship
EY has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (10242)
2024 (9877)
2023 (10966)
2022 (9394)
2021 (5652)
2020 (8849)
Funding
Current Stage
Late StageLeadership Team
Jonathan Williamson
Chief Operating Officer
Abhishek Sen
Partner
Recent News
2026-01-16
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