At a Glance
- Tasks: Drive global offers in Enterprise Service and Customer Service Operations with innovative strategies.
- Company: Join Boston Consulting Group, a leader in business strategy and transformation.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Dynamic team environment with excellent networking and career advancement opportunities.
- Why this job: Make an impact by collaborating on cutting-edge projects and leveraging AI tools.
- Qualifications: 6-8 years in service operations or consulting; strong analytical and communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
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.
BCG is hiring an Offer Manager on a fixed-term contract (12 months, extendable up to 24 months) to support and advance two global offers within the Operations Practice Area: Enterprise Service Operations and Customer Service Operations. You will work closely with the PA Senior Director, the offer leadership teams, and a broad network of experts to drive offer development, commercialization, content, and go-to-market activities. This is an individual contributor role grounded in influence-based leadership. You will manage your scope of work independently, coordinate across stakeholders, and translate leadership priorities into execution. You will also help embed AI-native ways of working, including the use of GenAI tools to improve personal productivity, team output, and offer effectiveness.
A defining feature of this role is cross-Practice Area collaboration:
- Customer Service Operations: While you will be core to BCG's Operations Practice Area, you will partner closely with other practice Areas which share similar offerings, given strong overlap with customer experience, customer journeys, contact center transformation, and CX in a GenAI world.
- Enterprise Service Operations: While you will be core to BCG's Operations Practice Area, you will partner closely with other practice Areas which share similar offerings, given strong overlap with support function design, operating models, and the digitalization of corporate functions (e.g., POP's Digital Support Functions and Excellence in Support Functions).
Key responsibilities
- Offer strategy support and planning: Support annual and ongoing offer planning across Enterprise Service Operations and Customer Service Operations; synthesize client pain points, market shifts, competitor moves, and case team insights.
- Maintain a clear view of the offer architecture, Key Programs, and connections to adjacent BCG offers (such as Cost Offer, Procurement, etc.).
- Commercial monitoring and KPIs: Track the state of the business; lead flow, proposal pipeline, sold cases, and revenue performance across both offers. Partner with PA Finance to maintain KPI dashboards and produce regular business reports for leadership; conduct win/loss analysis and identify white spots.
- Governance and operating cadence: Coordinate offer governance; prepare materials, schedule, and run the operating cadence (leadership calls, QBRs, working sessions); track decisions and follow-ups.
- Prioritization and backlog management: Manage the backlog across offer development, content, marketing, and GTM activities; help leadership prioritize and surface trade-offs across the two offers.
- Content development: Partner with experts and the Knowledge Team to develop and disseminate content for both offers, including POVs, frameworks, case studies, tools, and benchmarks. Own the offers' presence on BCG.com and ensure consistency across content initiatives.
- Cross-PA partnership: Act as the day-to-day interface with the Marketing, Sales, and Pricing PA on Customer Service Operations; align on shared content, joint client moments, and integrated GTM at the intersection of customer experience and service operations. Act as the day-to-day interface with the People & Organization PA on Enterprise Service Operations; align on Digital Support Functions, Org Design, and Excellence in Support Functions; co-develop integrated narratives on AI-First Organization and the Future of Work. Generate affiliation across regions and sectors; help set up joint squads where relevant.
- Sector go-to-market: Partner with sector teams to align priorities, customized content, campaigns, and priority client lists for each offer.
- Marketing and communications: Partner with PA Marketing to plan publications, newsletters, and internal/external events (e.g., WWOMs, Worldwide PA meetings, roundtables, industry forums). Liaise with industry platforms and associations relevant to service operations, contact centers, GBS/shared services, and customer experience.
- Capability building: Support training, upskilling, and enablement of our teams (e.g., Gen AI in Service Operations).
- AI-native ways of working: Apply GenAI tools (BCG-internal and external) to accelerate personal productivity and team output across synthesis, content drafting, deck creation, knowledge search, and analytics. Identify and embed AI use cases into offer development, content, and GTM workflows; act as a role model for AI-native ways of working within the offers.
What You'll Bring
- Bachelor's degree required; advanced degree (Master's or MBA) preferred.
- 6 to 8 years of relevant experience in industry or consulting.
- Background strongly preferred in one or more of: service operations, customer service/contact center transformation, BPO and Global Business Services (GBS)/shared services, SG&A and corporate center optimization, customer experience and customer journeys, or support function (Finance/HR/IT/Procurement) operating model design.
- Prior experience with AI/GenAI use cases in service operations (e.g., virtual agents, agent copilots, intelligent automation) is a strong plus.
- Prior BCG experience is a plus, ideally as Project Leader, Senior Vantage, or BST Manager.
- General GenAI fluency: confident user of AI tools for personal and team productivity, with the curiosity and judgment to apply AI to offer development, content, and GTM.
- Strong analytical and structured thinking; ability to interpret data and draw conclusions for leadership discussions.
- Strong written and verbal communication; ability to influence stakeholders across PAs, regions, and seniorities.
- Excellent command of English.
- Strong project management, organization, and follow-through; able to manage multiple priorities and proactively manage expectations in a global matrix.
- Self-starter, service-oriented, high integrity, with the ability to maintain discretion when needed.
- Collaborative team player; able to coach and mentor more junior team members.
- Advanced knowledge of Outlook, PowerPoint, and Excel.
Who You'll Work With
You will work closely with the PA Senior Director, the Operations PA Management Team, and the leadership teams of the Enterprise Service Operations and Customer Service Operations offers. You will partner regularly with the Knowledge Team, PA Marketing, PA Finance, and a broad network of experts across regions and sectors. A defining feature of the role is cross-PA collaboration: you will work hand-in-hand with BCG's other relevant Practices, helping shape integrated offers and joint client narratives. As part of BCG's Offer Management community, you will collaborate with peer Offer Managers across offers and PAs to share best practices and strengthen how BCG brings its capabilities to clients.
Global Offer Manager - Enterprise Operations and Customer Service (Temporary) - London employer: Boston Consulting Group
At Boston Consulting Group, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our London office provides unique opportunities for professional growth, with access to cutting-edge resources and a diverse team of experts dedicated to driving meaningful change. Join us to be part of a forward-thinking environment where your contributions directly impact our clients' success and the future of business.
StudySmarter Expert Advice🤫
We think this is how you could land Global Offer Manager - Enterprise Operations and Customer Service (Temporary) - London
✨Tap into Consulting Networks
Get active in local management consulting networks and organisations. Attend meetups, workshops, or webinars specific to consulting where you can connect with professionals who may know of temporary roles opening up at places like Boston Consulting Group. Don’t underestimate word-of-mouth – it’s massive in our field!
✨Show Off Your Skills in Real-Time
As a temporary hire, you need to demonstrate your value quickly. Consider creating a mini-case study or analysis relevant to the industry and share it on platforms like LinkedIn or even during networking events. This can be an impressive way to showcase your analytical skills and problem-solving prowess – just what consulting firms are looking for!
✨Check for Temporary Roles on Niche Job Boards
Look for temporary roles on specialised job boards for consulting gigs rather than just generic platforms. Websites like Consultancy.uk or even the Careers pages of major firms could have short-term projects or roles that are perfect for you to jump in at Boston Consulting Group.
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We think you need these skills to ace Global Offer Manager - Enterprise Operations and Customer Service (Temporary) - London
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at Boston Consulting Group and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at Boston Consulting Group
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like Boston Consulting Group will want to see.
✨Show Off Your Problem-Solving Skills
You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to Boston Consulting Group.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at Boston Consulting Group.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at Boston Consulting Group. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
