Associate Director, Customer Service Excellence

Locations : New York | Boston | Atlanta | Austin | Chicago | San Francisco | Mountain View | Dallas | Denver | Detroit | Houston | Los Angeles | Miami | Minneapolis | Nashville | Summit | Philadelphia | Pittsburgh | Durham | San Diego | Seattle | Washington Who We Are 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. What You'll Do Customer Service has become a prominent driver of brand loyalty for companies and a key focus area in our client's C-suites, especially given the rapid rise of AI and GenAI opportunities. The Expert Associate Director role is vital to BCG's ability to successfully meet our clients' demand for deep expertise and advanced technical capabilities in Customer Service Excellence. As an Expert Associate Director, you will work exclusively in our Customer Service Excellence sector, helping our clients transform their customer service operations, while building and contributing to BCG's intellectual capital. Your role in projects can vary from team management to team advisor. You will leverage your expertise to add insight and drive clients toward recommendations, and you will be viewed as a trusted advisor by senior clients. You will help scope and structure the work, onboard team members, and guide the team throughout the project - actively contributing to both execution and content creation that drives client value. Expert Associate Directors contribute significantly to BCG's intellectual capital, generate interest and excitement about their expertise area, and coach and mentor others. Your role will also involve developing an external profile, building your network of industry contacts to become a recognized thought leader in customer service. Our Expert Consulting Track The Expert Consulting Track (ECT) is vital to BCG's ability to successfully meet our clients' demand for deep expertise and advanced technical capabilities. Experts deliver next-level impact for BCG's most complex and cutting-edge client challenges. Experts focus on developing BCG's thought leadership, commercial capabilities, and intellectual property assets; and their work is essential to our delivery model. Working as part of a multidisciplinary team to bring the 'best of BCG' to our clients, Experts come from diverse backgrounds, with expertise often gained outside of BCG in industry, academia, or specialized consulting. What You'll Bring

• 10-15+ years of experience in customer service leadership roles within industry, with direct responsibility for customer service operations and a 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 driving improvements across a combination of operations, people, and technology challenges in customer service
• Clear track record of using technology to innovate, including leading applications of digital improvement technologies (e.g., self-service tools such as AI chat bots), with strong knowledge of the leading technology solutions on the market
• Professional network within the industry, as well as a history of building industry and client relationships within large organizations
• Excellent multi-tasking skills and a high capacity for strategic / end-to-end thinking. Must be able to track multiple deliverables and priorities and seamlessly shift gears to address new developments and issues as they emerge
• Excellent verbal and written communication skills
• Intellectual curiosity, with a desire to be a thought leader in the Customer Service space
• Industry expertise in one or more of the following areas :
• Designing customer service journeys
• Building customer service operations from the ground up
• Creating omni-channel customer service operations
• Executing customer service operations, including strategic planning (forecasting, budget management, continuous process optimization)
• Creating value from customer service interactions, e.g. service-to-sales, increasing loyalty, customer experience
• Driving cost and process optimization
• Delivering large-scale customer service operations transformations
• Implementing / migrating to CCaaS (Contact Center as a Service) platforms
• Digitizing service ops processes, driving self-service and automation
• Utilizing Robotic Process Automation (RPA), (Gen)AI / or Machine Learning, Service Ops organization design
• Strong academics from top-tier institutions, advanced degree in Mechanical, Industrial, or Computer Engineering, Business Administration preferred Who You'll Work With The Operations Practice (OPS) Area is one of BCG's largest functional practices. We help our clients create competitive advantage by enhancing their performance and building strategic capabilities. Customer Service Excellence is a key element of our offering in OPS. As a Customer Service Expert, you'll collaborate with BCG team members from many backgrounds and disciplines in a team-oriented, relationship-driven environment. Working alongside some of the world's top minds on cases that reshape business, government and society, you will increase your understanding of complex business problems from diverse perspectives and develop new skills. At the same time, you'll partner with senior clients, taking on the role of trusted advisor, and work at all levels of the client organization to find and execute value creation strategies that result in meaningful, enduring impact. Additional info Travel is anticipated and will vary based on specific project locations. BCG is an Equal Employment Opportunity employer and is committed to a policy of administering all employment decisions and actions without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations. The first year base compensation for this role is : Associate Director : $252,900 In addition to your base salary, you will also be eligible for an annual discretionary performance bonus and BCG's Profit Sharing and Retirement Fund (PSRF) contribution. BCG also provides a market leading benefits package described below. At BCG, we are committed to offering a comprehensive benefit program that includes everything our employees and their families need to be well and live life to the fullest. We pay the full cost of medical, dental, and vision coverage for employees - and their eligible family members.
• That's zero dollars in premiums taken from employee paychecks. All our plans provide best in class coverage :
• Zero dollar ($0) health insurance premiums for BCG employees, spouses, and children
• Low $10 (USD) copays for trips to the doctor, urgent care visits and prescriptions for generic drugs
• Dental coverage, including up to $5,000 (USD) in orthodontia benefits
• Vision insurance with coverage for both glasses and contact lenses annually
• Reimbursement for gym memberships and other fitness activities
• Fully vested retirement contributions made annually, whether you contribute or not
• 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
• Employees, spouses, and children are covered at no cost. Employees share in the cost of domestic partner coverage. Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws. BCG is an E - Verify Employer. Click here for more information on E-Verify.