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Job Description
Join Boston Consulting Group as an Associate Director in Customer Service Excellence to lead transformative projects for clients, leveraging deep expertise in customer service operations and technology. Make a significant impact by guiding teams and developing innovative solutions that enhance brand loyalty and drive client success.
Key Responsibilities
Help clients transform their customer service operations
Contribute to BCG’s intellectual capital
Work as a team manager or advisor
Scope and structure the work, onboard team members
Guide the team throughout the project
Develop an external profile and build network of industry contacts
Required Qualifications
10-15+ years of experience in customer service leadership roles within industry
Direct responsibility for customer service operations
Track record of driving complex transformations through technology and process innovation
Deep functional expertise with a 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
Clear track record of using technology to innovate
Excellent multi-tasking skills and capacity for strategic thinking
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader
Strong academics from top-tier institutions
Preferred Qualifications
Consulting experience
Advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration
Benefits & Perks
Zero dollar health insurance premiums for employees, spouses, and childrenLow $10 copays for doctor's visits and prescriptionsDental and vision insuranceReimbursement for gym membershipsFully vested retirement contributionsGenerous paid time offPaid Parental Leave and family benefits