BCG - Boston Consulting Group
Expert Partner & Associate Director, Operations (Service Operations)
Location:
Boston, Chicago, Dallas, Denver, Detroit, Houston, Los Angeles, Miami, Minneapolis, New Jersey, New York, Philadelphia, Pittsburgh, San Francisco, Seattle, Washington, D.C.
Geography:
North America
Capabilities:
Change management, Growth, Lean & manufacturing, Operations, Procurement, Strategy
Industries:
Automotive & Mobility, Biopharmaceuticals, Consumer products, Energy & environment, Engineered products & infrastructure, Media & entertainment, Medical devices & technology, Metals & mining, Private equity and principal investment, Process industries & building materials, Retail, Technology industries, Telecommunications, Transportation, travel & tourism
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.
Practice Area Profile
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. BCG’s expertise in Operations covers the following areas - supply chain management, procurement, manufacturing, service operations, cost efficiency, operational transformation, research & product development, program and project management, all with a strong digital and analytics overlay.
What You'll Do
BCG is looking for a Partner & Associate Director to drive growth and execution within BCG’s North American Service Operations topic. The ideal candidate will possess leadership experience in customer service roles and an ability to bring forth the best-in-class solutions to help our clients as they look to achieve their business objectives (e.g.: Driving Service Excellence, Improve customer experience, process, and cost optimization). The candidate will help drive large scale transformations with clients and help build new intellectual property to further BCG’s leadership in service operations. Excellent communication skills, deep knowledge of the customer service function and strong analytical abilities will enable success.
WHAT YOU’LL DO
Customer Service has become a prominent driver of brand loyalty for companies and a key top of focus in our client’s C-suite. Expert Partner & Associate Director is vital to BCG’s ability to successfully meet our clients’ demand for deep expertise and advanced technical capabilities in Customer Service Operations.
As an Expert Partner and Associate Director, you will work exclusively in our Service Operations sector, helping our clients build excellence in customer service while building and contributing to BCG’s intellectual capital. You will team with senior BCG leadership to generate significant growth in strategic priority areas. You will be directly involved in project execution to increase the value generated to clients, while playing a vital role in helping to build intellectual capital and the BCG brand. While continuing to play an important role in supporting and executing client work, Partner and Associate Directors transfer knowledge to a team around them (including traditional consultants)—hiring, coaching, and mentoring junior team members to support your area of expertise.
Our Expert Consulting Track (ECT)
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 (Experience & Qualifications)
- 10+ years working in customer service leadership roles within industry directly managing service operations, driving complex transformation using technology and process innovation; consulting experience preferred
- Expertise driving improvement across a combination of operations, people and technology challenges in service operations
- Clear track record of using technology to innovate, including leading application of digital improvement technologies (e.g.: self service tools such as AI chat bot).
- Emerging professional network within the industry, as well as a history of building 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 desire to be a thought leader in the Customer Operations space
- Industry expertise in one or more of the following areas:
- Designing customer service journeys
- Setting service operations from the ground up
- Building omni-channel customer service operations
- Executing service operations including strategic planning (forecasting, budget management, continuous process optimization)
- Driving cost and process optimization
- Delivering Large scale service operations transformation
- Digitization of service ops processes, driving self-service and automation
- Utilization of Robotic Process Automation (RPA), 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
As a Service Ops Partner & AD, 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.
YOU’LL BE BASED IN
Open to strong candidates in any of our North American offices.
YOU’LL BE TRAVELING
Travel is expected, and will vary based on client project locations.
Candidates should be aware that BCG currently maintains a policy requiring all US & Canada based employees to be fully vaccinated against COVID-19. Newly hired employees must be fully vaccinated prior to their employment start date. BCG is an equal opportunity employer and will provide a reasonable accommodation to those unable to be vaccinated for medical or religious reasons where it is not an undue hardship to the company to do so as provided under applicable federal, state, provincial and local law.
Date Posted:
29-Jun-2022
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.
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