Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you'll drive transformative change in client operations and contribute to BCG's intellectual capital. Leverage your extensive experience to advise senior clients and guide teams, while building your reputation as a thought leader in the customer service sector.
Key Responsibilities
Transform customer service operations for clients
Contribute to BCG’s intellectual capital
Serve as team manager or advisor
Scope and structure project work
Guide team members and contribute to execution and content creation
Develop external profile and network as a thought leader
Required Qualifications
10-15+ years of experience in customer service leadership roles
Direct responsibility for customer service operations
Track record of driving complex transformations through technology and process innovation
Deep functional expertise with a clear track record of IP development
Recognized as a trusted advisor to senior executives
Expertise in driving improvements across operations, people, and technology challenges in customer service
Experience using technology to innovate in customer service
Strong professional network within the industry
Excellent multi-tasking skills and strategic thinking
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader in customer service
Preferred Qualifications
Industry expertise in customer service journey design
Experience building customer service operations from the ground up
Knowledge of omni-channel customer service operations
Experience in strategic planning for customer service operations
Familiarity with CCaaS platforms and process automation technologies
Benefits & Perks
Zero dollar health insurance premiums for employees and family membersLow copays for medical visits and prescriptionsDental coverage with orthodontia benefitsVision insurance coverage for glasses and contactsGym membership reimbursementFully vested retirement contributionsGenerous paid time off including holidays and annual closurePaid Parental Leave and family benefits