Join BCG as an Associate Director in Customer Service Excellence, where you'll lead transformational initiatives in customer service operations and serve as a trusted advisor to senior clients. Leverage your expertise to shape projects, develop intellectual capital, and be recognized as a thought leader in the industry.
Key Responsibilities
Transform customer service operations for clients
Contribute to BCG’s intellectual capital
Scope and structure project work
Onboard team members and guide them throughout projects
Act as a trusted advisor to senior clients
Develop an external profile and network of industry contacts
Required Qualifications
10-15+ years of experience in customer service leadership roles
Direct responsibility for customer service operations
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 driving improvements across operations, people, and technology challenges in customer service
Strong knowledge of leading technology solutions on the market
Excellent multi-tasking skills and capacity for strategic thinking
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader in Customer Service
Preferred Qualifications
Consulting experience
Professional network within the industry
Strong academics from top-tier institutions
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 coverage with orthodontia benefitsVision insurance for glasses and contactsGym membership reimbursementFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits