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Federal - Service Transformation Manager

Job Location: VA - Arlington

Regional Description: Southeast

Job Number: 00680891


- Job description

Organization: Accenture Federal Services
Location: Washington, DC/Arlington, VA
Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas into breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.

We believe that great outcomes are everything. It’s what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world’s leading businesses, we use agile approaches to help clients solve their toughest problems fast—the first time. So you can deliver what matters most.
Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nation’s priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.


At Accenture Federal Services, we do much more than sell technology. We deliver game changing solutions that enhance the agility and productivity to deliver meaningful outcomes. We create innovative solutions that deliver outcomes by connecting people, improving processes, and deliver technology that transforms the way businesses, government, and communities live, work and play.


The Role:

Since the early 90’s, Government agencies have been facing the challenge of liquid expectations created by the start of the digital revolution with the move to the web, but to be relevant in today’s rapidly evolving digital environment means providing citizens, public servants, active duty military, and veterans easy, convenient, and accessible access to government services.
The Service Transformation Manager will serve as a subject matter expert in customer service delivery and transformation, bringing real-world know-how in providing effective customer service solutions at scale that are relevant throughout the customer engagement lifecycle.  You’ll work directly with Accenture’s Federal core account teams to design, evolve, and improve strategic solutions across the customer experience portfolio. This is a hybrid role with responsibilities in technology, delivery, and consulting that will focus on driving new opportunities relating to Customer Experience, Customer Engagement, and Contact Centers within the Federal Government.

The Future:

Ours is a powerful and growing business. Accenture has revenues of $41+ billion and a workforce of over 455,000+ in 200+ cities and 50+ countries. We’re a leader in transforming enterprises, including  more than three-quarters of the Fortune 500. From intelligent automation and enhanced interaction capabilities to connected enterprises and advanced cyber resilience, we help clients deliver better business outcomes and performance with technology and innovation.
We’re also a business that invests in its people and in the communities where we live, work, and play. Technology continues to change the world as we know it, but to create positive, meaningful impact, we must put people first.  We do this by combining human ingenuity with groundbreaking technologies to solve complex problems and deliver innovation to build a more equal and inclusive society. With our partners, our clients and our communities, we are scaling these innovations and improving millions of lives around the world, now and for the future.
Basic Requirements:
  • 5 years of work experience relating to Customer Service and Contact Centers
  • 5 years of experience supporting delivery and sales of customer service and contact center related professional services in the form of strategy, technology, and/or outsourcing
  • Bachelor's degree
  • US Citizenship

Preferred Skills:

  • Experience running customer service operations with demonstrated success in improving such operations in the form of Business Process Re-engineering (BPR), implementing technologies, or delivering innovations in the area of customer service workforce transformation.
  • Some knowledge and experience delivering and/or selling customer service related Artificial Intelligence (AI) based solutions such as virtual agents,  chatbots, Natural Language Processing (NLP) IVRs, etc.
  • Knowledge of Federal Customer Service / Contact Center environment is highly preferred.
An active security clearance or the ability to obtain one may be required for this role.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

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).

Accenture is a Federal Contractor and 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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