Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you'll leverage your expertise to transform customer service operations and drive impactful solutions for clients. Collaborate with top professionals in a dynamic environment and become a recognized thought leader in the industry.
Key Responsibilities
Transform customer service operations for clients
Manage and advise project teams
Scope and structure project work
Onboard team members and guide throughout projects
Contribute to content creation that drives client value
Develop external profile and network in the industry
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 and recognized as a trusted advisor to senior executives
Expertise in driving improvements across operations, people, and technology challenges in customer service
Strong knowledge of leading technology solutions in customer service
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
Industry expertise in customer service journey design, omni-channel operations, and large-scale transformations
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 eligible family membersLow copays for doctor visits and prescriptionsDental coverage with orthodontia benefitsVision insuranceGym membership reimbursementFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits