At a Glance
- Tasks: Drive global offers in service operations and collaborate with diverse teams.
- Company: Join Boston Consulting Group, a leader in business strategy and transformation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with excellent career advancement opportunities.
- Why this job: Make an impact by shaping innovative service solutions using cutting-edge AI tools.
- Qualifications: 6-8 years in service operations or consulting; strong analytical and communication skills.
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 - Service & Support Operations (FTC) - London employer: Boston Consulting Group
At Boston Consulting Group, we pride ourselves on fostering a dynamic and inclusive work environment that encourages collaboration and innovation. As a Global Offer Manager in London, you will have the opportunity to work with diverse teams across various practice areas, driving impactful change while benefiting from extensive professional development resources and a strong commitment to employee growth. Our culture promotes a balance of digital and human capabilities, ensuring that you can thrive in your role while contributing to meaningful transformations for our clients.
StudySmarter Expert Advice🤫
We think this is how you could land Global Offer Manager - Service & Support Operations (FTC) - London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities you might not find on job boards.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how your experience aligns with their values and goals. We want to see that you’re genuinely interested!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. The more comfortable you are, the better you’ll perform when it counts.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step.
We think you need these skills to ace Global Offer Manager - Service & Support Operations (FTC) - London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Global Offer Manager role. Highlight your relevant experience in service operations and customer service transformation, as well as any AI-related projects you've worked on. We want to see how your skills align with what we're looking for!
Showcase Your Collaboration Skills:Since this role involves a lot of cross-Practice Area collaboration, it's essential to demonstrate your ability to work with diverse teams. Share examples of how you've successfully partnered with others in previous roles. We love a good team player!
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon where possible. We appreciate a well-structured application that makes it easy for us to see your qualifications and fit for the role.
Apply Through Our Website:Don't forget to submit your application through our website! This ensures that your application gets to the right people quickly. Plus, it shows you're serious about joining our team at BCG. We can't wait to hear from you!
How to prepare for a job interview at Boston Consulting Group
✨Know Your Offers Inside Out
Before the interview, dive deep into the specifics of Enterprise Service Operations and Customer Service Operations. Understand the key pain points, market trends, and how BCG's offerings stand out. This knowledge will help you articulate your insights and demonstrate your genuine interest in the role.
✨Showcase Your AI Savvy
Given the emphasis on AI-native ways of working, be prepared to discuss your experience with GenAI tools. Share specific examples of how you've used AI to enhance productivity or improve processes in previous roles. This will highlight your alignment with BCG's innovative approach.
✨Prepare for Cross-Practice Area Collaboration
Since this role involves working across different practice areas, think about how you can foster collaboration. Prepare examples of past experiences where you've successfully worked with diverse teams or stakeholders. This will show your ability to navigate complex organisational structures.
✨Master the Art of Influence
As an individual contributor, your ability to influence others is crucial. Practice articulating your ideas clearly and persuasively. Consider scenarios where you've had to gain buy-in from stakeholders and be ready to discuss these during the interview. This will demonstrate your leadership potential, even without formal authority.
