CX - Senior Manager

The Opportunity

Join our Acceleration Center India and help shape the future of business for our diverse client portfolio across geographies and jurisdictions. You’ll work at the heart of global teams across Advisory, Assurance, Tax and Business Services—solving real client challenges through connected collaboration. We’ll help you grow your skills so you can go further. With hands-on learning, cutting-edge tools and an inclusive culture, this is your opportunity to do inspiring work that makes a difference—every day.

As a CX - Senior Manager you will lead Oracle lead-to-revenue client work within our Business Application Consulting practice, helping clients align sales, marketing, and customer experience processes with Oracle applications. As a Senior Manager you will lead large projects, guide multidisciplinary teams, and use sound judgment to navigate complex delivery challenges while building trusted client relationships and shaping practical solutions. In this role at PwC, you will draw on your Oracle lead-to-revenue skills to support implementation, configuration, and adoption of tools that connect lead management, sales automation, marketing automation, and revenue operations across the customer journey.

Responsibilities

• Leading Oracle lead-to-revenue engagements from discovery through configuration, testing, deployment, and post-go-live support
• Advising clients on customer journey processes across lead management, sales automation, marketing automation, subscription management, and revenue recognition workflows
• Translating business needs into scalable Oracle and Zuora solution designs that support billing, collections, quote-to-cash, and customer data management activities
• Directing cross-functional project plans, timelines, budgets, risks, and deliverables for complex client implementation efforts
• Reviewing solution configurations, data migration activities, and integration design to validate alignment with client requirements and platform capabilities
• Coaching team members on system design, delivery methods, and issue resolution across multiple workstreams
• Leading client discussions to surface process gaps, evaluate options, and present clear recommendations for functional and technical changes
• Overseeing testing, defect triage, and cutover activities to support stable deployment and adoption of business application solutions
• Applying Oracle CX, CPQ, RMCS, ORMB, and related cloud application knowledge to address industry-specific operating needs
• Developing client relationships through clear communication, practical guidance, and responsive support across the engagement lifecycle

What You Must Have

• At least a Bachelor's degree
• At least 16+ years of experience
• Oral and written proficiency in English required

What Sets You Apart

• Preference for at least one of the following fields of study: Business Administration/Management, Marketing, Commerce, Finance, Management Information Systems, Computer and Information Science
• At least one of the following: Oracle Cloud certification in Lead-to-Revenue or related Oracle Customer Experience (CX) Revenue Cloud applications
• Demonstrating Oracle CX Revenue Cloud delivery across client engagements
• Applying systems thinking to complex sales technology processes
• Coaching teams through project planning, budgeting, and execution
• Mentoring others through feedback and performance conversations
• Communicating clearly with clients and stakeholders through change
• Strategic CX Leadership
• Define the enterprise-wide Oracle CX strategy aligned with business goals and customer experience objectives.
• Build a multi-year roadmap covering Oracle Sales, Service, Marketing, Commerce, CPQ, and CX Analytics.
• Drive digital transformation initiatives focused on customer-centric processes.
• Advise executive stakeholders on innovation, platform modernization, and best practices.
• Solution Architecture & Platform Management
• Serve as the platform owner for the full Oracle CX Cloud suite.
• Oversee solution architecture, design standards, data flows, and integration patterns (OIC, REST APIs, middleware).
• Ensure high availability, scalability, and performance of CX applications.
• Evaluate new Oracle CX capabilities and lead adoption initiatives.
• Program & Project Delivery
• Lead full lifecycle Oracle CX implementations, migrations, and enhancement programs.
• Manage delivery teams including internal resources, system integrators, and vendors such as Oracle.
• Oversee project governance, budgets, timelines, and risk management.
• Enforce quality standards across configuration, testing, deployment, and change management.
• Customer Journey Optimization
• Partner with Sales, Marketing, Service, and Product teams to enhance customer touchpoints.
• Map and modernize customer journeys using Oracle CX capabilities.
• Implement automation, personalization, AI/ML, and omnichannel engagement solutions.
• Data, Reporting & Analytics
• Drive CX analytics strategy using Oracle Analytics Cloud, CX Reporting, OTBI, and BI Publisher.
• Oversee customer insights, segmentation, dashboards, and KPI frameworks.
• Ensure data governance, quality, and compliance across CX platforms.
• Team Leadership
• Lead and mentor CX architects, functional consultants, administrators, developers, and business analysts.
• Build a high-performing team culture focused on innovation, collaboration, and continuous improvement.
• Oversee resourcing, workload planning, and vendor management.
• Stakeholder & Change Management
• Act as the primary liaison between business leaders and technical teams.
• Manage communications, training, and adoption strategies for new CX capabilities.
• Serve as an escalation point for CX operational or platform issues.
• Compliance, Security & Risk Management
• Ensure CX platforms adhere to security, regulatory, and audit requirements.
• Oversee access controls, data privacy measures, and best practices for safe customer data handling.
• Implement risk mitigation strategies for mission-critical CX systems.