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Job Description
As an Associate Director in Customer Service Excellence at BCG, you will leverage your expertise to transform customer service operations for leading organizations, driving innovation and developing intellectual capital. You'll work collaboratively across diverse teams, manage client relationships, and be recognized as a thought leader in the field.
Key Responsibilities
Transform client customer service operations
Contribute to BCG’s intellectual capital
Manage and advise teams on projects
Scope and structure work for client engagements
Coach and mentor team members
Develop external profile and industry network
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 track record of IP development
Expertise in driving improvements across operations, people, and technology challenges in customer service
Professional network within the industry
Excellent multi-tasking skills
Excellent verbal and written communication skills
Strong academics from top-tier institutions, advanced degree preferred
Preferred Qualifications
Consulting experience
Intellectual curiosity
Industry expertise in customer service journey design and operations optimization
Benefits & Perks
Zero dollar health insurance premiums for employees and their family membersLow copays for doctor visits and prescriptionsDental coverage with orthodontia benefitsVision insurance for glasses and contactsGym membership reimbursementFully vested retirement contributionsGenerous paid time offPaid Parental Leave and family benefits