Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you'll lead transformative projects that enhance customer service operations and drive innovation through technology. Collaborate with diverse teams to provide high-impact solutions that not only benefit clients 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 teams on projects
Contribute to BCG’s intellectual capital
Develop an external profile and build industry contacts
Guide teams in execution and content creation
Required Qualifications
10-15+ years of experience in customer service leadership roles
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 in customer service operations
Strong knowledge of leading technology solutions in the market
Excellent multi-tasking and strategic thinking skills
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader in Customer Service
Strong academics from top-tier institutions
Preferred Qualifications
Consulting experience
Professional network within the industry
Industry expertise in designing customer service journeys, omni-channel operations, and cost optimization
Benefits & Perks
Zero dollar health insurance premiums for employees and family membersLow $10 copays for medical visitsDental coverage with up to $5,000 in orthodontia benefitsVision insurance for glasses and contact lensesReimbursement for gym membershipsFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits