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Job Description
Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you will lead transformative projects, leveraging your expertise to drive value for clients while building BCG’s intellectual capital. Collaborate with diverse teams to innovate customer service operations and become a recognized thought leader in the industry.
Key Responsibilities
Transform customer service operations for clients
Add insight and drive clients toward recommendations
Contribute to BCG’s intellectual capital
Onboard team members and guide project execution
Develop an external profile and build a network of industry contacts
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
Expertise in operations, people, and technology challenges in customer service
Excellent verbal and written communication skills
Strong academics from top-tier institutions, advanced degree preferred
Preferred Qualifications
Consulting experience
Professional network within the industry
Intellectual curiosity and desire to be a thought leader in Customer Service
Benefits & Perks
Zero dollar health insurance premiums for employees and eligible family membersLow copays for doctor visits and prescriptionsDental and vision insuranceReimbursement for gym membershipsFully vested retirement contributionsGenerous paid time off including holidays and office closurePaid Parental Leave and family benefits