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Customer Care Manager

Job Location: CA - San Francisco

Regional Description: West

Job Number: 00524275


- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.
Accenture people build careers in four different areas of our business: Consulting, Technology, Outsourcing and internal Corporate Functions. Each area offers a unique career experience and a compelling mix of work and training opportunities, work environment and structure for career progression.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a client’s office or in one of Accenture’s 50 delivery centers around the world.
The Customer Care Manager will be working closely with Accenture’s highly valued client, the No. 1 technology company in the Silicon Valley. Core responsibility is ensuring upkeep of multi- project service delivery operations with a combined workforce of at least 200+ resources, some teams covering 24/7 operations and located in San Jose, Palo Alto and other nearby cities in the SF Bay area. Work environment is highly dynamic and therefore, role is expected to be an enabler and can easily adapt to change, depending on what the business requires at any given time. May travel to different locations in the Bay area, both client and Accenture sites
Attend occasional global meetings, maybe off hours due to participants from other regional areas.
Key Responsibilities:
Operations Management
  • Interpret day-to-day business objectives and prepare/execute operational practices/work programs. Ensure proper execution of processes by team
  • Review all incoming work for clarity, provide clear work directions, e.g., receive requests for assistance from the field, determine level of assistance required and respond appropriately
  • Demonstrate expert knowledge of processes and related systems to effectively perform responsibilities
  • Make decisions about the day-to-day operation of the group, including management of work assignments and information between shifts as well as approach regarding workload, equipment, staffing, and scheduling. Includes adjusting work hours as necessary to meet deadlines, e.g., overtime, evening and weekend hours
  • Anticipate, identify, and assess complex issues/problems. Develop and implement a corresponding plan of action to bring the situation to resolution. Communicate changes to supervisor and assist other team leads with resolutions, as needed
  • Ensure that all client responsibilities occur in accordance with the statement of work and service level agreements
  • Ensure compliance with execution of established governance
  • Support growth by participation in solutioning new opportunities.  In the event of new work transition or business expansion, it is expected to closely collaborate with transition teams, HR/recruiting and Account teams to ensure smooth transition of new work. 
Stakeholder Management
  • Interaction is mostly with senior management levels at a client and/or within Accenture, involving negotiating or influencing significant matters. Requires involvement in setting strategic direction to establish near-term goals for area(s) of responsibility
  • Client stakeholders – be the single point of contact for key client stakeholders.  Be on point in ensuring Monthly/Quarterly Performance Reviews are completed and expected actions are met.  Ensure a clear path of escalation, and that immediate attention is required for any ask from the client
  • Internal stakeholders –  Work closely with support teams such as HR/Recruiting, Transition teams, Account Teams, Procurement and Leadership
Resource Management
  • Ensure engagement and high retention of resources on the ground.  Be on point with onboarding, training and retaining key folks on the ground.  Be able to make sound decision on termination of resources, may it be performance issue related or business need
  • Prepare, coordinate and conduct performance appraisals, and counsel employees on career and performance/disciplinary issues
  • Work closely with vendor contractors and ensure of zero risk in co – employment policies
Cost Management
  • Clear grasp of Profit and Loss initiatives.  It is expected that each cost driver is monitored and that goal is to help achieve established revenue and profitability targets
Basic Qualifications
  • Minimum 5 years of experience in Service Delivery Operations in a Customer Contact environment
  • Minimum 2 years of experience managing teams
Preferred Qualifications:
  • Knowledge on Content Moderation, Incubation, Workforce Management and other Customer Contact capabilities
  • Tech savvy, constantly up to date with apps on social media, video streaming and the like
  • Excellent customer service, communication and collaboration skills
  • Strong analytical and problem-solving skills
  • Ability to work with a culturally diverse team
  • Ability to work in a virtual environment
  • Ability to quickly adapt to change
  • Works independently and maintains a high degree of professional conduct
  • Manage numerous, complex projects requiring high level capabilities with minimal supervision
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.
Equal Employment Opportunity
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.

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