Job Description
Job Description: Hackett's Strategy & Business Transformation (S&BT) practice specializes in helping clients to improve the performance of their operations to enable growth and effectiveness and achieve meaningful cost efficiencies. As part of Business Transformation, Hackett professionals provide dedicated expertise in business strategy, operations, finance and shared services, human capital management, strategic sourcing, procurement and information technology. Our approach provides full lifecycle service from strategy definition through design and implementation and, finally, continuous improvement. All of Hackett's programs have digital solutions embedded to accelerate and fuse our clients' business and technology transformations.
Director, Customer Service Transformation
Reports to: Principal / Partner Location: Remote, US-based Travel: Up to 50%
Overview
The Hackett Group is hiring a Director to lead customer service transformation engagements for large, complex clients. These are programs that redesign how an organization serves its customers, spanning service operating model and channel strategy, contact center operations, the order to cash processes that shape the customer experience, and the technology stack that supports them. The Director runs multiple client programs concurrently with minimal day-to-day oversight from the Principal. Alongside delivery, the role owns a meaningful share of business development for the offering, from shaping opportunities and developing proposals through pitching and drafting statements of work. This role also leads practice development for the customer service offering, including methodology and intellectual capital, hiring, and the development of the consultants underneath it. It suits someone who has led customer service or contact center transformation work at a consulting firm and can serve as the subject matter expert clients turn to on both operating model and technology questions. The resource should have extensive experience working with clients in multiple industries that may include CPG, Industrial, Retail and Technology sectors. Commercial sector (not public sector) experience a must.
Portfolio leadership across engagements
Hold accountability for multiple concurrent customer service engagements, each typically six months or longer. Set the delivery approach and work plan on each, run the engagement cadence, and manage scope, timeline, and quality against commitments. Operate with minimal oversight from the Principal: surface delivery and commercial risk early, bring a recommended path forward rather than an escalation, and involve the Principal by exception rather than by default.
Customer service assessment and diagnostics
Lead deep-dive assessments of client customer service environments across contact center operations, service channels and channel mix, tiering and escalation models, workforce management, knowledge management, quality assurance, and self-service deflection. Baseline cost-to-serve, productivity, and service performance against benchmark data, and translate the gaps into a prioritized set of improvement opportunities with quantified value. Should come with experience in assessing order to cash environments and processes including order capture and management, pricing and quoting, billing and invoicing, dispute and deduction management, credit, collections, and cash application.
Customer service technology strategy
Serve as the firm's subject matter expert on the customer service technology stack, including CCaaS platforms, CRM and case management, workforce engagement management, knowledge and self-service tooling, conversational AI and agent assist, and the integration layer connecting service to the ERP and order to cash systems. Advise clients on platform selection, architecture, and roadmap sequencing, and pressure test vendor claims and implementation estimates on the client's behalf.
Future-state design
Direct the design of future-state service operating models spanning channel strategy, coverage and staffing models, organization structure and role design, sourcing and offshore mix, governance, and the performance management framework underneath them. Reconcile interview findings, systems analysis, benchmark data, and competing stakeholder input into a clearly laid out design.
Business case and engagement economics
Own the financial case behind the recommendation, including cost-to-serve modeling, headcount and technology investment, benefit realization, and the assumptions each rests on. Defend the economics to client finance and executive stakeholders. Manage engagement financials across the portfolio, including margin, staffing mix, utilization, and burn rate against plan.
Business development
Lead pursuits end to end. Qualify opportunities, shape the solution and delivery approach, develop proposals and pricing, draft statements of work, and lead the pitch to the client buying group. Run discovery and executive workshops that convert an ambiguous client problem into a scoped engagement. Identify and close expansion opportunities within active accounts, and build relationships that generate demand ahead of a formal procurement event.
Client relationship management
Serve as the senior relationship owner with client VPs and SVPs. Manage expectations on scope, timeline, and cost, deliver difficult messages directly, and maintain client confidence in the pace and direction of the program. Navigate politically complex environments where the work changes account ownership, reporting lines, or headcount.
Team leadership and resource management
Lead and develop large teams spanning consulting, analytics, change management, and offshore support across multiple engagements. Set expectations, delegate with context, and review work before it reaches the client. Own staffing decisions and resource allocation across the portfolio, complete formal performance evaluations, and develop team members through coaching and client-facing exposure.
Practice development
Drive internal practice development for the customer service offering, including methodology, assessment frameworks, benchmark assets, accelerators, and reusable intellectual capital. Lead hiring for the practice, including sourcing, interviewing, and onboarding. Build the firm's external presence in the market through thought leadership and shape the offering roadmap as the technology landscape evolves.
Executive deliverables
Author and direct client-facing material for phase readouts, design reviews, and executive steering committees, including the storyline and the structure behind it. Hold all deliverables across the portfolio to an executive standard on content, structure, and formatting, and return work that is not yet defensible for a senior audience.
Qualifications
• 10+ years in management consulting, professional services, or a comparable internal transformation function, with a significant portion of that time focused on customer service, customer experience, or contact center transformation
• Demonstrated experience leading customer service transformation engagements end to end, from diagnostic through future-state design and deployment
• Deep functional expertise across contact center operations, including channel strategy, workforce management, tiering and escalation design, knowledge management, quality assurance, and self-service and deflection strategy
• Strong working knowledge of the customer service technology stack, including CCaaS platforms (Genesys, NICE, Five9, Amazon Connect, Talkdesk, or comparable), CRM and case management (Salesforce Service Cloud, ServiceNow, Microsoft Dynamics), workforce engagement management, knowledge and self-service tooling, and conversational AI and agent assist capabilities
• Preferred: Experience assessing order to cash environments, including order management, billing and invoicing, disputes and deductions, credit, collections, and cash application, and the ERP platforms that support them; SAP and Oracle preferred
• Proven ability to run multiple concurrent engagements with minimal oversight, including accountability for delivery quality, client satisfaction, and engagement financials
• Demonstrated business development track record, including proposal development, pricing, SOW drafting, and leading pitches and client workshops with executive buying groups
• Experience leading and developing large, blended teams, including offshore resources, with direct accountability for staffing, performance management, and hiring
• Strong data fluency. Able to structure an analysis, direct analysts on approach, pressure test results, and interpret what the data means for the design. Comfortable working with large operational datasets covering contact volumes, handle time, cost-to-serve, order and billing transactions, and customer accounts
• Credibility with VP, SVP, and C-level audiences, including the ability to defend recommendations under challenge
• Experience in politically complex client environments where the work changes organizational structure, reporting lines, or headcount, with proven ability to reach a workable position without compromising the integrity of the design
• Experience developing methodology, frameworks, or tools in areas where none previously existed, and building practice capability beyond individual engagement delivery
• Commercial and service expertise that transfers across industries, with a track record of adapting it to a specific client's operating reality rather than applying a fixed template
• Strong structured problem solving, with the judgment to make defensible recommendations on incomplete data
• Bachelor's degree required; MBA or advanced degree preferred