ES Service Excellence Director – Process Excellence

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

Enterprise Services (ES) was established in 2022 to provide efficient, resilient, and scalable services to support the evolving needs and complexities of a more digital BCG. ES brings together business-critical operations - such as Procurement & Payables, Global Finance Operations, and Executive Support Services - alongside specialist expertise including Real Estate, Travel, and Meetings & Events. United by a common service mindset, ES enables every BCGer to focus on the work that matters most by giving time and energy back through streamlined, reliable service delivery. In doing so, ES creates cost advantage and strengthens BCG's market differentiation, while reducing risk through consistent controls and business continuity. Through scalable platforms and globally integrated ways of working across our strategic core global hubs, Enterprise Services enhances agility and helps unlock the potential of those who advance the world.

The Enterprise Services Excellence Team (ESXT) partners across BCG's Enterprise Services service lines to build sophisticated analytics-driven service management capabilities, oversee enterprise transformation initiatives, and drive process excellence. ESXT helps Enterprise Services set the standard for operational excellence across BCG while responsibly harnessing AI and digital capabilities to continually raise the bar for service delivery, operational performance, and employee experience.

As a Process Excellence Director, you will serve as Enterprise Services process excellence expert, helping shape how process improvement is approached across multiple service lines. You will define standards, provide expert guidance, and personally lead complex process redesign efforts that enable Enterprise Services transformation.

Your responsibilities will span process excellence initiatives across Enterprise Services service lines, including supporting our ES Tech First Big Bets, which are shaping an agentic future for Enterprise Services through AI-enabled ways of working, automation, and digital innovation.

This is a highly hands-on individual contributor role where you will combine analytical thinking, structured problem solving, and practical execution to deliver measurable process improvements while working closely with business, technology, and product teams.

What You'll Bring

• A proven track record of delivering measurable process improvement outcomes.
• Recognized expertise in process excellence methodologies (e.g., Lean, Six Sigma, BPM), with experience establishing standards, coaching others, or acting as a trusted advisor on enterprise process redesign.
• Ability to navigate and influence within complex, matrixed organizations while partnering effectively with senior leaders.
• Demonstrated success leading or contributing to enterprise-wide process initiatives.
• Strong global acumen and the ability to work effectively across geographies, levels, and functions - ideally within a professional services environment.
• Curiosity about AI, automation, and digital technologies, with an interest in applying emerging capabilities to improve business processes and service delivery.
• Proficiency in data analytics and business intelligence tools such as Excel, Power BI, Tableau, or SAP Business Objects.

Who You'll Work With

• Senior Director of Enterprise Services Excellence and the ES Service Excellence Team.
• Enterprise Services Leadership Team, including the Enterprise Services MDP, Executive Directors, and Senior Directors across Enterprise Services service lines.
• Enterprise Services Data & Digital Products organization, including Product Managers, Engineering teams, and Forward Deployed Engineers (FDEs) responsible for delivering technology-enabled solutions.
• Enterprise Services Business Partners across Finance, Risk, and Human Resources.

Additional info

YOU'RE GOOD AT

• Process Diagnosis & Redesign: You translate complex workflows into clear end-to-end process maps, then interrogate them to identify waste, variation, and opportunities to simplify, standardize, automate, and improve processes - grounded in Lean, Six Sigma, and continuous improvement principles.
• Process Excellence Leadership: You establish practical process excellence standards and methodologies, coaching teams and promoting consistent, high-quality process design across Enterprise Services.
• Listening & Independent Thinking: You actively listen, distill complex input into actionable insights, and independently deliver high-quality work.
• Strategic Data Visualization: You design accurate, visually compelling representations of complex data, enabling clear decision-making.
• Influencing Without Authority: You coach and advise senior stakeholders effectively, using strong interpersonal and consultative skills to foster alignment and drive progress.
• Collaborative Mindset: You navigate diverse stakeholder needs, balancing priorities to drive optimal outcomes across the enterprise.
• Adaptability & Curiosity: You quickly familiarize yourself with new topics and environments, staying agile in dynamic contexts.
• Technology & AI Curiosity: You actively explore emerging technologies, including AI and automation, and identify practical opportunities to improve operational processes and ways of working.

At BCG, our people and relationships are at the heart of everything we do. We believe that in-person collaboration plays an important role in our culture, mentorship, and professional development.

For this role, you will generally be expected to work from a BCG office or in person with clients on a regular basis (typically around 50% of working time), depending on business needs and in line with local policies and practices.

We aim to provide a dynamic and collaborative environment that fosters connection and teamwork.

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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