The Associate Director of Customer Service Excellence at BCG will lead transformations in customer service operations, leveraging expertise in technology and process innovation. This role entails managing teams, contributing to intellectual capital, and establishing a strong industry presence, ultimately enhancing brand loyalty for clients.
Key Responsibilities
Transform customer service operations for clients
Contribute to BCG’s intellectual capital
Team management and advisement
Scope and structure project work
Onboard team members and guide throughout the project
Develop an external profile and build 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 IP development
Proven track record of using technology to innovate
Professional network within the industry
Excellent multi-tasking and strategic thinking skills
Excellent verbal and written communication skills
Intellectual curiosity in the Customer Service space
Strong academics from top-tier institutions
Preferred Qualifications
Consulting experience
Expertise in designing customer service journeys
Experience building customer service operations
Expertise in omni-channel customer service operations
Experience driving cost and process optimization
Familiarity with CCaaS platforms and automation technologies
Benefits & Perks
Zero dollar health insurance premiums for employees and family membersLow copays for doctor visits and prescriptionsDental coverage including orthodontia benefitsVision insuranceGym membership reimbursementFully vested retirement contributionsGenerous paid time offPaid Parental Leave and family benefits