As an Associate Director in Customer Service Excellence at BCG, you will leverage your extensive experience to transform client operations, drive technological innovations, and contribute to the firm’s intellectual capital. This role empowers you to work alongside senior clients, guiding them through complex challenges while positioning yourself as a thought leader in the industry.
Key Responsibilities
Transform client customer service operations
Build and contribute to BCG’s intellectual capital
Manage and advise project teams
Drive insights and recommendations for clients
Scope and structure project work
Onboard team members and guide teams
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 with a clear track record of IP development
Recognized as a trusted advisor to senior executives
Expertise driving improvements across operations, people, and technology challenges in customer service
Strong knowledge of leading technology solutions in the market
Excellent multi-tasking skills and high capacity for strategic thinking
Excellent verbal and written communication skills
Intellectual curiosity and desire to be a thought leader
Industry expertise in customer service operations
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 eligible family membersLow $10 copays for doctor visits and prescriptionsDental coverage including orthodontia benefitsVision insurance with annual coverage for glasses and contact lensesGym membership reimbursementFully vested retirement contributionsGenerous paid time off including vacation and holidaysPaid Parental Leave and family benefits