Customer Service & Support Jobs in Madrid, Spain (Now Hiring) — 628 open — Page 14

Locations: London | Madrid

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.

What You'll Do

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.

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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