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Job Description
Join Boston Consulting Group as an Associate Director in Customer Service Excellence, where you will lead transformative projects for clients, driving innovation and operational improvements in customer service. Leverage your extensive experience to mentor teams, contribute to intellectual capital, and develop a recognized profile 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 project execution
Drive client value through insights and recommendations
Develop external profile and industry network
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
Knowledge of leading technology solutions in customer service
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
Preferred Qualifications
Consulting experience
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 insuranceGym membership reimbursementFully vested retirement contributionsGenerous paid time offPaid Parental Leave and family benefits