About the position
Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities. BCG was the pioneer in business strategy when it was founded in 1963. Today, we work closely with clients to embrace a transformational approach aimed at benefiting all stakeholders-empowering organizations to grow, build sustainable competitive advantage, and drive positive societal impact. Our diverse, global teams bring deep industry and functional expertise and a range of perspectives that question the status quo and spark change. BCG delivers solutions through leading-edge management consulting, technology and design, and corporate and digital ventures. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, fueled by the goal of helping our clients thrive and enabling them to make the world a better place.
Responsibilities
- Work exclusively in the Customer Service Excellence sector, helping clients transform their customer service operations.
- Build and contribute to BCG's intellectual capital.
- Act as a team manager or advisor, leveraging expertise to drive client recommendations.
- Scope and structure work, onboard team members, and guide the team throughout projects.
- Contribute to execution and content creation that drives client value.
- Develop an external profile and build a network of industry contacts to become a recognized thought leader in customer service.
Requirements
- 10-15+ years of experience in customer service leadership roles within industry, with direct responsibility for customer service operations.
- Track record of driving complex transformations through technology and process innovation; consulting experience preferred.
- Deep functional expertise with a clear track record of IP development.
- Recognized as a trusted advisor to senior executives, driving business development and delivering integrated, high-impact solutions.
- Expertise in 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/end-to-end thinking.
- Excellent verbal and written communication skills.
- Intellectual curiosity and desire to be a thought leader in the Customer Service space.
Nice-to-haves
- Industry expertise in designing customer service journeys.
- Experience in building customer service operations from the ground up.
- Experience in creating omni-channel customer service operations.
- Experience in executing customer service operations, including strategic planning.
- Experience in creating value from customer service interactions.
- Experience in driving cost and process optimization.
- Experience in delivering large-scale customer service operations transformations.
- Experience in implementing/migrating to CCaaS platforms.
- Experience in digitizing service ops processes and driving self-service and automation.
- Experience in utilizing Robotic Process Automation (RPA), (Gen)AI/or Machine Learning.
Benefits
- Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children.
- Low $10 (USD) copays for doctor visits, urgent care, and prescriptions for generic drugs.
- Dental coverage, including up to $5,000 (USD) in orthodontia benefits.
- Vision insurance with coverage for glasses and contact lenses annually.
- Reimbursement for gym memberships and other fitness activities.
- Fully vested retirement contributions made annually.
- Generous paid time off including vacation, holidays, and annual office closure between Christmas and New Years.
- Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement.
