Service and Operations Strategy Consultant
Job in
Boston, Suffolk County, Massachusetts, 02298, USA
Listed on 2026-09-14
Listing for:
Jobtailor
Full Time
position Listed on 2026-09-14
Job specializations:
-
Business
Change Management, Business Analyst, AI Business & Operations, Operations Management
Job Description & How to Apply Below
- Conduct current-state analysis of operations, customer journeys, channel performance, service demand, and cost drivers
- Evaluate automation, digital containment, workflow optimization, and AI-enabled solutions
- Define requirements, assess vendors and tools, and size impacts
- Support business cases, roadmaps, and implementation plans with cross-functional partners
- Analyze outsourcing, managed service, nearshore/offshore, and hybrid delivery models
- Develop cost-benefit models, risk assessments, and transition plans
- Define operating model requirements, governance, controls, workforce impacts, and change-management routines
- Establish and track KPIs and transformation success measures
- Prepare and support cross-functional workshops and leadership discussions
- Monitor market trends, emerging technologies, competitive practices, and customer behavior shifts
- Coordinate timelines, dependencies, and stakeholder inputs across multiple initiatives
- Help modernize the service and operating model for Financial Protection and Retirement Solutions
- Develop understanding of FPRS businesses, workflows, and processes
- Partner with operations, contact center, customer experience, workforce management, technology, procurement, and change management teams
Requirements
- Bachelor’s degree required
- 5+ years of experience in management consulting, corporate or business strategy, operations strategy, transformation, or business process improvement
- Strong analytical and project management skills
- Proficiency with data, business case development, and executive-ready materials
- Experience with operating-model transformation, including automation and AI platforms used to modernize processes
- Familiarity with contact center, workforce planning, operations, and service functions is a plus
- Legally authorized to work in the United States without current or future employer sponsorship
Core Competencies
Demonstrates expertise in operations analysis, project management, and business process improvement, with a strong focus on automation and AI-enabled solutions. Proven ability to develop business cases, assess vendor tools, and implement operating model transformations in collaboration with cross-functional teams.
Highest-signal resume keywords
- Operations Strategy
- Project Management
- Business Process Improvement
- Data Analysis
- AI-Enabled Solutions
Hard Skills
- Current-State Analysis
- Cost-Benefit Modeling
- Risk Assessment
- KPI Tracking
- Automation
- Digital Containment
- Workflow Optimization
- Vendor Assessment
- Change Management
- Business Case Development
Soft Skills
- Analytical Skills
- Collaboration
- Communication
- Leadership
- Stakeholder Management
Industry Keywords
- Financial Protection
- Retirement Solutions
- Contact Center
- Workforce Planning
- Managed Service
- Hybrid Delivery Models
Tools & Technologies
- AI Platforms
- Automation Tools
- Data Analysis Software
- Project Management Software
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