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Job Description
Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you will lead transformational projects for clients, leveraging your extensive expertise in customer service operations and technology. This role not only allows you to make a significant impact on client success but also contribute to BCG's intellectual capital and thought leadership in the industry.
Key Responsibilities
Transform customer service operations for clients
Manage and advise project teams
Add insight and drive client recommendations
Scope and structure project work
Onboard team members and guide throughout the project
Contribute to BCG’s intellectual capital
Develop an external profile and industry network
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 driving improvements across operations, people, and technology challenges in customer service
Strong knowledge of leading technology solutions
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
Consulting experience preferred
Strong academics from top-tier institutions
Advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration
Benefits & Perks
Zero dollar health insurance premiums for employees and eligible family membersLow copays for doctor visits and prescriptionsDental coverage with orthodontia benefitsVision insurance for glasses and contact lensesGym membership reimbursementFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits