Manager - BCG Vantage - Customer Services

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. 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.

About the role

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, 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.

Our Customer Service team helps clients build customer-centric service strategies and operating models across four core areas:

• Service Strategy & Channel Design (defining the target service strategy and channel mix across contact center, digital, and other channels)
• Contact Center & Operations Excellence (diagnosing performance and improving efficiency, quality, and cost-to-serve)
• Digital & AI-Enabled Service Transformation (redesigning how customers are served through self-service, automation, and AI-powered tools)
• Customer Success & Retention (designing proactive, relationship-driven models, including the org, governance, and KPIs needed to retain and grow customer value over time)

Responsibilities

• Understand customer needs through qualitative and quantitative research, and translate that into a customer-centric service strategy and channel design
• Diagnose contact center and service operations performance, and identify opportunities to improve efficiency, quality, and cost-to-serve
• Redesign how customers are served through digital self-service, automation, and AI-enabled tools
• Design proactive, relationship-driven approaches to customer success, retention, and account growth, including the org, governance, and KPIs needed to sustain them over time
• Orchestrate complex sales cycles and deals, from qualification through close; key account management experience is a plus
• Help 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
• Communicate with senior stakeholders, demonstrating the ability to engage your audience effectively
• Manage a portfolio of projects, with strong awareness of business priorities and commercial impact
• Train, coach, and mentor junior team members
• Work in an ever-changing and complex environment, comfortable with ambiguity and navigating a fast-paced setting

Requirements

• 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, cost-to-serve), digital or AI-enabled service transformation (self-service, automation, channel migration), customer success, retention, or account management (renewals, expansion, proactive relationship management), or service operating model design (org, governance, KPIs)
• Demonstrated curiosity and skill in orchestrating complex sales cycles and deals, including presales, demo creation, and deal conversion; key account management experience is a plus
• Experience helping teams put together a strong client pitch, from understanding what’s being asked, to making sure the right individuals are involved, to working cross-functionally to pull in the proper materials and experts
• AI tool fluency: comfort learning, supporting, and helping maintain the team's proprietary AI-powered Customer Service tools and data assets
• Some experience mentoring or coaching colleagues is a plus
• Nice to have (not required): some experience or interest bridging Marketing and Sales & Service topics
• Outstanding interpersonal and communication skills to interact with internal and external stakeholders while working in a global collaborative team environment

Who You'll Work With

As a Manager – BCG Vantage on our Client Focus path, you will collaborate with global topic leads and colleagues across BCG to bring expertise and capabilities to the service of our internal and external clients. Our team is made up of a diverse pool of BCG Vantage positions that allow us to pursue exciting, innovative careers.

BCG Vantage is a powerhouse of expertise, seamlessly embedded within Practice Areas and markets to drive extraordinary impact. It equips BCG case teams and clients with cutting-edge expertise, proprietary assets, actionable data, and transformative insights. With global experts across 20 Practices, covering more than 100 topics, sectors and offers, plus four focused geographic markets, BCG Vantage delivers unparalleled depth and breadth of insight & expertise. BCG Vantage consists of three career paths, each playing a crucial role in delivering value to clients, case teams and practice teams:

• Client Focus (Embedded Expertise): Integrates into client-facing teams to deliver direct client impact through expertise, know-how, and proprietary tools and assets
• Topic Activation (Domain Expertise with Proprietary Tool & Data Solutions): Combines deep domain insights with know-how and proprietary assets to address targeted challenges directly with clients and project teams; co-creates insights on industry trends and functional topics, proprietary data and tools, and teams to codify IP
• Research (Practice Topic and Domain-Aligned Research and Insights): Delivers actionable research and insights tailored to the client project’s needs; works with qualitative and quantitative data, conducts research and provides synthesized results from sources including commercial data, public and open source, company and industry research, macro-economic, commodities and trade data

Pay

In the US, we have a compensation transparency approach. Total compensation for this role includes base salary, annual discretionary performance bonus, retirement contribution, and a market leading benefits package described below. The base salary range for this role in Boston & Chicago is $126,400 - $132,000. This is an estimated range; specific base salaries within the range depend on various factors such as experience and skill set. It is not common for new BCG employees to be hired at the high-end of the salary range. In addition to your base salary, your total compensation will include a bonus of up to 20% and a generous retirement contribution that starts at 5% and moves to 10% after 2 years.

Benefits

• 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 in orthodontia benefits
• Vision insurance with coverage for both glasses and contact lenses annually
• Reimbursement for gym memberships and other fitness activities
• Fully vested Profit Sharing Retirement Fund contributions made annually, whether you contribute or not, plus the option for employees to make personal contributions to a 401(k) plan
• Paid Parental Leave and other family benefits such as elective egg freezing, surrogacy, and adoption reimbursement
• Generous paid time off including 12 holidays per year, an annual office closure between Christmas and New Years, and 15 vacation days per year (earned at 1.25 days per month)
• Paid sick time on an as-needed basis