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

Boston Consulting Group (BCG); München; Vor Ort; EUR 80.000 - 100.000; Vollzeit

Zusammenfassung

Boston Consulting Group (BCG) is seeking an experienced consultant to lead high-impact projects in Customer Service and Order-to-Cash operations in München, Germany. The ideal candidate will bring 7–10 years of experience, demonstrating a proven track record in enhancing service performance and driving digital transformations.

Key responsibilities include managing client relationships, developing innovative strategies, and contributing to BCG's intellectual capital. Strong analytical skills and fluency in German and English (C1) are essential.

Qualifikationen

• 7–10 years of relevant experience in consulting or leadership roles.
• Proven expertise in customer service and order-to-cash transformations.
• Strong understanding of digital migration and performance steering.

Aufgaben

• Lead high-impact consulting projects in customer service operations.
• Develop strategies to optimize operating models and drive transformations.
• Manage senior client relationships and align with strategic objectives.

Kenntnisse

Customer Service

Order-to-Cash operations

Digital transformation

AI-based improvements

Stakeholder management

Analytical thinking

Process improvement

Jobbeschreibung

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.

Practice Area

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.

Geschäftsbereich

Der Bereich Operations (OPS) ist eine der größten Kernbereiche von BCG. Wir unterstützen unsere Kunden dabei, Wettbewerbsvorteile durch Leistungssteigerung und den Aufbau strategischer Fähigkeiten zu erzielen. Das Know-how von BCG im Bereich Operations deckt die folgenden Bereiche ab: Supply Chain Management, Beschaffung, Fertigung, Servicebetrieb, Kosteneffizienz, operative Transformation, Forschung und Produktentwicklung, Programm- und Projektmanagement – alles mit einem starken digitalen und analytischen Fokus.

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).

Equal Opportunity & E-Verify

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.

BCG is an E‑Verify Employer. Click here for more information on E-Verify.