As an Associate Director in Customer Service Excellence at BCG, you will lead transformative projects that enhance client customer service operations, leveraging advanced technologies and your extensive expertise. You'll be a trusted advisor, guiding teams and driving impactful recommendations while contributing to industry thought leadership.
Key Responsibilities
Transform customer service operations for clients
Build and contribute to BCG’s intellectual capital
Manage and advise teams in customer service projects
Scope and structure project work
Onboard team members and guide them throughout projects
Drive client recommendations and insights
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 and recognized as a trusted advisor to senior executives
Expertise in improving operations, people, and technology challenges in customer service
Proven ability to innovate using technology
Strong professional network within the industry
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 operations
Preferred Qualifications
Consulting experience
Advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration
Benefits & Perks
Zero dollar health insurance premiums for employees and their familiesLow copays for doctor visits and prescriptionsDental and vision insuranceReimbursement for gym membershipsFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits