Slalom Consulting
Contact Center Transformation Leader (Global Team)
Slalom Consulting, Emeryville, CA
This role is part of one of Slalom's global teams. We are seeking candidates located in the West or Mountain West regions, and travel will be required as needed to meet our clients' needs.
In today's world, fast beats slow, and the secret to speed is the intersection of people, experiences, and technology. The Global Business Advisory Services team lives in and loves that intersection as we help our clients reach for and realize their desired business outcomes. We accelerate the growth of more impactful work and the evolution of Slalom.
Role: Contact Center Transformation Leader
Target Level: Senior Principal or Director
This team supports clients in their journey to improve their customer experiences with a focus on best-in-class service and support. We provide subject matter expertise to our industry and local market teams. We specialize in designing solutions that help our clients improve customer service and support, enable advanced field service solutions, and design and implement effective AI solutions across all channels.
What You'll Do
• Collaborate within teams to achieve personal and organizational goals, managing budgets and project outcomes with executive oversight.
• Serve as a trusted advisor in Contact Center Transformation, offering best practices to improve customer service organizations.
• Develop expertise and act as a subject matter expert in contact center and customer experience, engaging in business development and solution design.
• Identify new opportunities and innovations to enhance client services, contributing to RFI, RFP, and sales strategy development.
• Foster partnerships and work across Slalom's strategy groups to deliver comprehensive solutions, meeting sales and revenue goals.
• Promote and implement Slalom's solutions globally, focusing on best practices, roadmaps, blueprints and providing your expertise in partnership with local markets.
• Drive $5M+ in attributed sales revenue across client engagements.
What You'll Bring
• Deep expertise in Customer Service and Contact Centers with adaptable problem-solving skills for any industry.
• Strong leadership in discussions across all organizational levels, with exceptional communication, negotiation, and workshop facilitation abilities.
• Proven experience as a team player in large-scale enterprise implementations and a strategic, analytical approach to business solutions.
• Comprehensive knowledge of contact center design, management, and emerging technologies such as CCaaS/Cloud solutions.
• Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
• For Senior Principal to Director, we require experience with the sales lifecycle, including revenue targets of $2.5-$5M+.
About Slalom
Slalom is a next-generation professional services company creating value at the intersection of business, technology, and humanity. With our fiercely human approach, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by over 700 technology partners, our nearly 12,000 team members in eight countries and 49 offices help people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For nine years running. Learn more at slalom.com.
Compensation and Benefits
Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer a yearly $350 reimbursement account for any well-being related expenses as well as discounted home, auto, and pet insurance.
Slalom is committed to fair and equitable compensation practices. The base salary range for Senior Principal is $140,000 to $258,000 and the target base salary pay range is $180,000 to $215,000. The base salary range for Director is $161,000 to $307,000 and the target base salary pay range is $215,000 to $245,000. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.
EEO and Accommodations
Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.
We will accept applications until 8/30/24.
In today's world, fast beats slow, and the secret to speed is the intersection of people, experiences, and technology. The Global Business Advisory Services team lives in and loves that intersection as we help our clients reach for and realize their desired business outcomes. We accelerate the growth of more impactful work and the evolution of Slalom.
Role: Contact Center Transformation Leader
Target Level: Senior Principal or Director
This team supports clients in their journey to improve their customer experiences with a focus on best-in-class service and support. We provide subject matter expertise to our industry and local market teams. We specialize in designing solutions that help our clients improve customer service and support, enable advanced field service solutions, and design and implement effective AI solutions across all channels.
What You'll Do
• Collaborate within teams to achieve personal and organizational goals, managing budgets and project outcomes with executive oversight.
• Serve as a trusted advisor in Contact Center Transformation, offering best practices to improve customer service organizations.
• Develop expertise and act as a subject matter expert in contact center and customer experience, engaging in business development and solution design.
• Identify new opportunities and innovations to enhance client services, contributing to RFI, RFP, and sales strategy development.
• Foster partnerships and work across Slalom's strategy groups to deliver comprehensive solutions, meeting sales and revenue goals.
• Promote and implement Slalom's solutions globally, focusing on best practices, roadmaps, blueprints and providing your expertise in partnership with local markets.
• Drive $5M+ in attributed sales revenue across client engagements.
What You'll Bring
• Deep expertise in Customer Service and Contact Centers with adaptable problem-solving skills for any industry.
• Strong leadership in discussions across all organizational levels, with exceptional communication, negotiation, and workshop facilitation abilities.
• Proven experience as a team player in large-scale enterprise implementations and a strategic, analytical approach to business solutions.
• Comprehensive knowledge of contact center design, management, and emerging technologies such as CCaaS/Cloud solutions.
• Proficiency in service metrics, Quality and Workforce Management technologies, and the ability to conceptualize Customer Service solutions for business challenges.
• For Senior Principal to Director, we require experience with the sales lifecycle, including revenue targets of $2.5-$5M+.
About Slalom
Slalom is a next-generation professional services company creating value at the intersection of business, technology, and humanity. With our fiercely human approach, we deeply understand our customers-and their customers-to deliver practical, end-to-end solutions that drive meaningful impact. Backed by over 700 technology partners, our nearly 12,000 team members in eight countries and 49 offices help people and organizations dream bigger, move faster, and build better tomorrows for all. We're honored to be consistently recognized as a great place to work, including being one of Fortune's 100 Best Companies to Work For nine years running. Learn more at slalom.com.
Compensation and Benefits
Slalom prides itself on helping team members thrive in their work and life. As a result, Slalom is proud to invest in benefits that include meaningful time off and paid holidays, parental leave, 401(k) with a match, a range of choices for highly subsidized health, dental, & vision coverage, adoption and fertility assistance, and short/long-term disability. We also offer a yearly $350 reimbursement account for any well-being related expenses as well as discounted home, auto, and pet insurance.
Slalom is committed to fair and equitable compensation practices. The base salary range for Senior Principal is $140,000 to $258,000 and the target base salary pay range is $180,000 to $215,000. The base salary range for Director is $161,000 to $307,000 and the target base salary pay range is $215,000 to $245,000. In addition, individuals may be eligible for an annual discretionary bonus. Actual compensation will depend upon an individual's skills, experience, qualifications, location, and other relevant factors. The salary pay range is subject to change and may be modified at any time.
EEO and Accommodations
Slalom is an equal opportunity employer and is committed to inclusion, diversity, and equity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veterans' status, or any other characteristic protected by federal, state, or local laws. Slalom will also consider qualified applications with criminal histories, consistent with legal requirements. Slalom welcomes and encourages applications from individuals with disabilities. Reasonable accommodations are available for candidates during all aspects of the selection process. Please advise the talent acquisition team if you require accommodations during the interview process.
We will accept applications until 8/30/24.