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Job Description
As the Associate Director of Customer Service Excellence at BCG, you will leverage your extensive experience to lead transformative customer service projects for leading organizations. You'll be a trusted advisor to clients, driving innovations in customer service and contributing to the firm's intellectual capital.
Key Responsibilities
Transform customer service operations for clients
Manage and advise project teams
Contribute to BCG’s intellectual capital
Guide team throughout the project
Develop an external profile and build a network of industry contacts
Required Qualifications
10-15+ years of experience in customer service leadership roles within industry
Direct responsibility for customer service operations
Track record of driving complex transformations through technology and process innovation
Deep functional expertise with a clear track record of IP development
Recognized as a trusted advisor to senior executives
Expertise in driving improvements across operations, people, and technology challenges in customer service
Track record of using technology to innovate
Excellent multi-tasking skills
Excellent verbal and written communication skills
Strong academics from top-tier institutions
Preferred Qualifications
Consulting experience preferred
Professional network within the industry
Intellectual curiosity
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 and urgent care visitsDental coverage including orthodontia benefitsVision insurance coverageGym membership reimbursementFully vested retirement contributionsGenerous paid time offPaid parental leave and family benefits