Manager - BCG Vantage - Customer Services

Locations
:
Boston | Chicago

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 help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact. To succeed, organizations must blend digital and human capabilities.

Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change. BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose. We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

As a Manager, BCG Vantage, Sales & Service you'll bring expertise in Sales and Customer Service to a growing global team. A core part of this role is helping colleagues who are putting together a client pitch for Customer Service-related projects; understanding client needs and confirming the BCG Sales & Service team is the right fit (or pointing them to who is), surfacing client pain points and pulling together relevant client examples, sharing POV and thought leadership materials, including building Sales, AI-powered product demos, identifying topic experts to support the pitch and bringing in senior BCG support when it's truly needed to close the deal.

You'll also serve as a thought partner and Sales & Service content expert to case teams and topic/sector leaders, helping structure and solve complex client issues, bringing the best of BCG's Sales & Service expertise to every deal. Additionally, as a Manager in BCG Vantage you will drive development of intellectual property and knowledge assets to support the Customer Service topic business, serving as an active contributor to commercialization efforts for the Customer Service topic, whilst working with business leaders to drive proposals & go-to-market efforts.

As a Manager, you may line manage a team of junior colleagues, taking responsibility for their goal setting, ongoing feedback and career development support.

• Understanding customer needs through qualitative and quantitative research, and translating that into a customer-centric service strategy and channel design
• Diagnosing contact center and service operations performance, and identifying opportunities to improve efficiency, quality, and cost-to-serve
• Redesigning how customers are served through digital self-service, automation, and AI-enabled tools
• Designing proactive, relationship-driven approaches to customer success, retention, and account growth, including the org, governance, and KPIs needed to sustain them over time
• Bringing curiosity and rigor to orchestrating complex sales cycles and deals, from qualification through close; key account management experience is a plus
• Helping colleagues shape and put together a strong customer service pitch for a client, quickly understanding what’s needed, confirming you’re the right person to help (or pointing elsewhere), and pulling together the right examples, experts, or materials to support
• Communicating with senior stakeholders, demonstrating the ability to engage your audience effectively
• Managing a portfolio of projects, with strong awareness of business priorities and commercial impact
• Training, coaching, and mentoring junior team members
• Working in an ever changing and complex environment, and comfortable with ambiguity and navigating a fast-paced environment

• 3+ years consulting experience in relevant customer service topic required
• In lieu of consulting experience, 4+ years minimum industry experience required; 6-10+ years of industry experience strongly preferred
• Bachelor's Degree in relevant field
• Hands-on experience in a customer service or customer success context in one or more of the following: contact center or service operations improvement (efficiency, quality,…