Accenture is hiring: Customer Service Operations Senior Manager in Boston

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.

Role Overview: We are seeking a dynamic and experienced Senior Manager to join our Health Payer/Provider Customer Service practice. In this senior leadership role, you will oversee complex projects, lead cross-functional teams, and serve as a trusted advisor to clients. You will drive strategies to enhance member, provider, and employee experiences while advancing digital and CRM-enabled transformation in contact centers. As a Senior Manager, you will also play a key role in business development and thought leadership within the practice.

As a Customer Service Operations Senior Manager, your primary responsibilities may include:

1. Strategic Leadership: Develop and implement comprehensive strategies for transforming contact centers, leveraging CRM systems, CCaaS platforms, and digital technologies.
2. Client Advisory: Serve as a strategic partner to senior client executives, providing insights and solutions to address critical business challenges in customer service.
3. Project Oversight: Manage multiple, high-impact projects, ensuring quality delivery, on-time execution, and measurable results.
4. Digital Transformation: Lead initiatives to improve service in digital modalities such as chat, mobile applications, portals, and self-service platforms, ensuring seamless integration with traditional channels.
5. CRM Expertise: Guide clients in optimizing CRM systems (e.g., Microsoft Dynamics, Salesforce) to enhance operational efficiency and experience outcomes.
6. Team Leadership: Mentor and develop consultants and managers, fostering a high-performance culture and promoting professional growth.
7. Experience Enhancement: Design and execute strategies to elevate member, provider, and employee experiences through process improvements and technology solutions.
8. Change Management: Lead organizational change efforts to drive adoption and sustainment of new processes and tools.
9. Business Development: Identify opportunities to expand client relationships, contribute to proposal development, and lead sales efforts to grow the practice.
10. Thought Leadership: Develop and share insights on industry trends, best practices, and innovative solutions in healthcare customer service.
11. Travel: As needed, up to 80%.

Here’s what you need:

1. Bachelor's degree in business administration, Healthcare Management, or a related field.
2. Minimum of 5 years of experience in a management consulting role OR equivalent Director-level experience in the healthcare industry.
3. Minimum of 5 years of experience delivering large-scale transformations for health payers or providers, with a focus on customer service and contact centers.
4. Minimum of 5 years of experience working with CRM systems, CCaaS platforms, and digital service delivery channels.

Bonus points if you have:

1. Advanced degree (MBA, MPH, MHA, etc.).
2. Demonstrated ability building trusted relationships with C-suite executives and other senior stakeholders.
3. Strong leadership skills, with experience managing diverse teams and fostering collaboration.
4. Exceptional analytical and problem-solving skills, with proficiency in data-driven decision-making.
5. Outstanding written and verbal communication skills, including executive presentation capabilities.
6. Advanced knowledge of workforce optimization, quality assurance, and customer experience methodologies.
7. Familiarity with AI and automation technologies used in contact centers.
8. High level of professionalism, with a strong commitment to client success.
9. Passion for driving innovation and delivering measurable impact in healthcare.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply.

Role Location Annual Salary Range:

1. California: $94,400 to $302,400.
2. Colorado: $94,400 to $261,300.
3. District of Columbia: $100,500 to $278,200.
4. Illinois: $87,400 to $261,300.
5. Minnesota: $94,400 to $261,300.
6. Maryland: $87,400 to $241,900.
7. New York: $87,400 to $302,400.
8. Washington: $100,500 to $278,200.

What We Believe: We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.

Equal Employment Opportunity Statement: Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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