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Job Description
The Associate Director, Customer Service Excellence at BCG will play a crucial role in transforming client customer service operations while contributing to the firm’s intellectual capital. This role entails managing projects, advising teams, and establishing oneself as a thought leader in the customer service domain.
Key Responsibilities
Transform customer service operations for clients
Build and contribute to BCG’s intellectual capital
Scope and structure project work
Onboard team members and guide the team throughout the project
Contribute to execution and content creation
Develop an external profile and build a network of industry contacts
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
Expertise driving improvements across operations, people, and technology challenges
Excellent multi-tasking skills and strategic/end-to-end thinking
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader
Preferred Qualifications
Consulting experience
Strong academics from top-tier institutions
Advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration preferred
Benefits & Perks
Zero dollar health insurance premiums for employees and their familiesLow copays for doctor visits and prescriptionsDental and vision insuranceGym membership reimbursementFully vested retirement contributionsGenerous paid time off including holidays and office closuresPaid Parental Leave and family benefits