As an Associate Director in Customer Service Excellence at BCG, you'll transform client operations while mentoring teams and driving innovation in customer service. Your expertise will establish you as a trusted advisor and a thought leader in the industry.
Key Responsibilities
Transform customer service operations for clients
Manage and advise teams throughout projects
Scope and structure work while onboarding team members
Contribute to content creation and execution that drives client value
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 and recognized trusted advisor to senior executives
Expertise in driving improvements across operations, people, and technology challenges
Clear track record of using technology to innovate
Professional network within the industry
Excellent multi-tasking skills and strategic thinking
Excellent verbal and written communication skills
Intellectual curiosity in the Customer Service space
Preferred Qualifications
Advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration
Experience in designing and executing customer service operations
Experience with CCaaS platforms and digital service operations
Benefits & Perks
Zero dollar health insurance premiums for employees and family membersLow copays for doctor visits and prescriptionsDental coverage including orthodontia benefitsVision insurance for glasses and contact lensesGym membership reimbursementFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits