Substance Use Disorder Technician in Call Center management of behavioral health treatments. Ensuring appropriate levels of substance use care and facilitating treatment authorization processes.
About the role
- Director leading customer service transformation initiatives at PwC, enhancing operational excellence and customer satisfaction. Acting as trusted advisor to senior leadership and driving impactful changes.
Responsibilities
- Lead initiatives that transform customer service operations
- Set and communicate the strategic direction for the team
- Act as a trusted advisor to senior leadership on service transformations
- Drive impactful changes to enhance operational excellence
- Diagnose performance gaps and recommend improvements
- Design and implement impactful omnichannel strategies
- Foster a culture of continuous improvement and operational efficiency
- Guide technology adoption to modernize service delivery
Requirements
- Bachelor's Degree
- At least 10 years of experience in consulting and/or industry roles within a customer service/contact center
- Master's Degree in Business Administration preferred
- Demonstrating leadership in customer service strategy
- Excelling in omnichannel service models and digital engagement
- Applying AI, automation, and analytics in operations
- Understanding workforce management and organizational change
- Mentoring senior teams and shaping future leaders
- Collaborating across platforms to deliver integrated client solutions
- Recognized for thought leadership and industry presence
Benefits
- medical
- dental
- vision
- 401k
- holiday pay
- vacation
- personal and family sick leave
- annual discretionary bonus
Job title
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