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IT Customer Experience Senior Manager

PricewaterhouseCoopers LLC

Los Angeles, CA 90002
PricewaterhouseCoopers LLC
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Job Details

PwC/LOS Overview
PwC is a network of firms committed to delivering quality in assurance, tax and advisory services.

We help resolve complex issues for our clients and identify opportunities. Learn more about us at

At PwC, we develop leaders at all levels. The distinctive leadership framework we call the PwC Professional ( provides our people with a road map to grow their skills and build their careers. Our approach to ongoing development shapes employees into leaders, no matter the role or job title.

Are you ready to build a career in a rapidly changing world? Developing as a PwC Professional means that you will be ready
- to create and capture opportunities to advance your career and fulfill your potential. To learn more, visit us at

It takes talented people to support the US firm of the largest professional services organization in the world. Not all of us work directly with external clients. Some of our best people choose to apply their talents inside PwC.

As part of Internal Firm Services, you're serving an organization on par with many of our external clients. Our Internal Firm Services team consists of first-rate marketers, human resource professionals, computer technologists, knowledge managers, accountants, financial planners, administrators and leaders. Internal Firm Services staff are the people who make it work for the people who make it work for our clients.

Job Description
Exciting opportunities await you as a member of PwC's Americas Region IT team. Our team of technology professionals provides internal technology services and solutions that transform and achieve PwC's mission of becoming the leading technology-enabled professional services network. We enable PwC to achieve its goals by driving innovation, enhancing digital capabilities and integrating technologies to create competitive business advantages for PwC and our clients.

Within Americas IT, we have exciting opportunities at all experience levels within our delivery domains. Our Data Center Core Services domain delivers world-class IT solutions across a diverse range of portfolios and business areas including Infrastructure Architecture, Design/Build, Infrastructure Operations, Service Management and Support.

The Customer Experience team is responsible for IT service delivery in markets and will analyze data to drive issue avoidance and facilitate improvements to customer support services.

Position/Program Requirements
Minimum Year(s) of Experience: 6

Minimum Degree Required: High School Diploma or GED

Degree Preferred: Bachelor's degree

Knowledge Preferred:

Demonstrates intimate knowledge and/or a proven record of success in the following areas:

-Customer relationship management, vendor management, and problem management;

- Technology environments and operations support to provide the services to various business areas of the firm both on and off shore; and,

- Internal control principle application and business/technology knowledge including vendor implementation and vendor adherence to Service Level Agreements (SLAs).

Skills Preferred:

Demonstrates intimate abilities and/or a proven record of success in delivering projects with expertise including but not limited to:

-Implementing policy and strategy as well as overall budgetary responsibility and cost accountability for the IT Support function (IT Deskside Support) for a specific geographic region to include New York, Dallas/Houston/Chicago, San Francisco/San Jose/LA, Philly/DC, Atlanta/Tampa.

-Liaising with Market Office Leaders to ensure consistency of service delivery in the market and coordinating with all other local IFS functions in their local markets.

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