Manager - BCG Vantage - Customer Services (AI)

Location: Boston or Chicago, United States

Base salary: $126,400–$132,000 annually, plus up to 20% annual discretionary performance bonus and retirement contributions.

Company

hirify.global is a global management consulting firm delivering business strategy, technology, design, and transformation services.

What you will do

• Support client pitches for customer service projects by clarifying needs, identifying pain points, and providing relevant examples, experts, materials, and senior support.
• Advise case teams and topic leaders on customer service strategy, operating models, and complex client issues.
• Develop intellectual property, knowledge assets, proposals, and go-to-market materials for the Customer Service topic.
• Build and support AI-powered customer service product demos and proprietary data assets.
• Manage a portfolio of projects and contribute to complex sales cycles from qualification through close.
• Line manage, train, coach, and support the career development of junior colleagues.

Requirements

• 3+ years of relevant customer service consulting experience, or at least 4 years of relevant industry experience; 6–10+ years is strongly preferred.
• Bachelor’s degree in a relevant field.
• Hands-on experience in customer service or customer success, including contact center operations, digital or AI-enabled transformation, retention, account management, or service operating model design.
• Experience with complex sales cycles, presales, demo creation, deal conversion, and client pitch development.
• Fluency with AI tools and the ability to support proprietary AI-powered Customer Service tools and data assets.
• Outstanding communication and interpersonal skills for working with senior internal and external stakeholders in a global team.

Nice to have

• Key account management experience.
• Experience mentoring or coaching colleagues.
• Experience or interest in connecting Marketing and Sales & Service topics.

Culture & Benefits

• Collaborative work with global topic leads and colleagues across BCG.
• Health insurance with zero-dollar employee, spouse, and child premiums.
• Dental and vision insurance, fitness reimbursement, and family benefits.
• Paid parental leave, paid sick time, 12 holidays, office closure between Christmas and New Year’s, and 15 vacation days per year.
• Fully vested profit-sharing retirement contributions and access to a 401(k) plan.