Project Leader or Principal, Operations - Enterprise Operations and Customer Service

Boston Consulting Group (BCG); Wien; On-site; EUR 90,000 - 130,000; Full time

Job summary

Boston Consulting Group is seeking a senior leader to guide customer service and Order‑to‑Cash transformation initiatives across industries. You will shape operating models, leverage digital and AI tools, and drive measurable improvements in efficiency and client satisfaction.

Applicants should bring 7–10 years in consulting or leadership roles, with a strong track record in complex, people‑heavy environments and senior stakeholder engagement.

Qualifications

• 7–10 years of experience in consulting or leadership roles within Customer Service or order‑to‑cash transformations.
• Proven expertise in Customer Service, Contact Center, or Back‑Office operations with digital and AI levers.

Responsibilities

• 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 and operating models.
• Manage client relationships at senior levels and present recommendations to C‑level stakeholders.

Skills

Customer Service

Contact Center

Transformation

Leadership

Communication

Analytics

German

English

Job description

Locations: Germany | Austria

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 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.

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.

Within Operations, Enterprise Operations and Customer Service focuses on optimizing Customer Service and Order-to-Cash (O2C) processes across industries. We help clients transform how they serve customers — improving efficiency, enhancing satisfaction, and driving sustainable value. Our projects address key questions such as: How can we reduce customer effort and increase digital adoption? How can we leverage AI and analytics to transform service delivery? How can we create scalable, people-centric operations that deliver measurable results? As part of our team, you will work with leading organizations to design and implement transformative service operations, develop innovative operating models, and shape the future of customer engagement.

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.
• Fluent oral and written language skills in German and English (C1 level each).

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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