What You'll Do

• Lead and deliver high-impact consulting projects in Customer Service and Order-to-Cash operations, from design to implementation.
• Develop and execute strategies to improve service performance, optimize operating models, and drive digital and AI-enabled transformation.
• Manage client relationships at senior levels, present recommendations to C-level stakeholders, and ensure alignment with strategic objectives.
• Guide and coach BCG and client teams, fostering collaboration and developing capabilities throughout the project lifecycle.
• Contribute to business development, including proposal creation and client presentations, and support the growth of the Service & Support Operations topic.
• Shape BCG’s intellectual capital by contributing to methodology, tools, and thought leadership in customer service and contact center operations.

What You'll Bring

• 7–10 years of relevant experience, including consulting and leadership roles in large-scale customer service or order-to-cash transformations.
• Proven expertise in Customer Service, Contact Center, or Back-Office operations, with experience applying process improvement, digital, and AI-based levers.
• Strong understanding of transformation topics such as demand management, digital migration, workforce optimization, and performance steering.
• Demonstrated success managing complex, people-rich environments, leading change, and delivering measurable business impact.
• Excellent communication and stakeholder management skills, with the ability to engage and influence senior executives.
• Strong analytical and conceptual thinking, with the ability to design innovative business models and operational strategies.