Office Operations Senior Manager

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

Because of the highly-matrixed environment in which hubs operate and the variety of roles and teams hosted within them, the ES-managed hubs play a critical role in ensuring a “OneBCG” approach—bringing an operations and culture to the office that encourages teaming, affiliation, and effective management both within and across teams.

WHAT YOU’LL DO

As Lisbon Capability Center’s Office Experience Senior Manager, you will support the delivery of Hub Management Services (HMS) strategy on the ground, contributing to a vibrant, safe, inclusive, and high-performing environment for all employees hosted there. You will help shape the hub’s culture, build connections to BCG’s core business, and ensure smooth day-to-day operations in line with our six HMS values: Safety, Well-being, Risk & Resilience; Creating Connections; Experience Excellence; Office Service Excellence; Operational Efficiency & Scalability; and Hub Leadership.

You will work closely with the Hub Sponsor, local leaders, Hub HR, and counterparts across Portugal, as well as the broader HMS team. The role requires a blend of operational delivery and people management—executing against clear plans, engaging employees, surfacing issues early, and enabling high-quality service delivery across events, facilities, IT coordination and space management.

Hub Leadership

• Manage the Lisbon hub plan with clear goals, priorities, and success measures, monitoring progress and adjusting priorities as needed.
• Own embedding the HMS operating model into Lisbon, including maintaining a cadence of impactful meetings with the senior leadership team and engaging broader stakeholders.
• Contribute to regional and global hub leadership discussions, escalating risks, opportunities, and insights to senior stakeholders. Advocate for and champion the hub in these communities
• Host leaders from across the globe who would like to visit the Hub to explore transitioning activities.
• Act as a role model driving culture across topics such as office attendance, living our values and performance excellence.
• Manage office governance forums (SteerCo, Operating Committee, extended leadership team, Senior BST etc) and set agendas in conjunction with HMS and Hub Sponsor.

Creating Connections

• Foster a client (BCG)-first mindset by supporting strong ties to BCG’s core business through the design and execution of thoughtful programming of forums, showcases, and leadership touchpoints.
• Build and maintain effective working relationships across EMESA and Portugal to support business connection and operational continuity.
• Strengthen relationships across functions, employee network leads, hosted teams, and external partners, ensuring the hub is well connected into the broader system.
• Champion “OneBCG” teaming, reinforcing collaboration, consistency, and visibility across teams hosted in the hub.
• Tailor communications for specific audience, from all-staff updates to senior leadership moments, ensuring alignment with BCG’s brand and values.

Safety, Well-being, Risk & Resilience

• Ensure the hub maintains a safe, compliant, and resilient workplace in line with global physical security, health & safety, and risk expectations.
• Take the role of IRT Lead through tabletop exercises, lead incident escalation processes, and maintain operational readiness across staff and vendors.
• Partner closely with Risk, HR, and Global Security to address issues proactively and maintain a strong sense of welcome and a culture of care.
• Act as key point of contact for Global Risk for global mandatory training compliance and implementation of global rollouts. 

Experience Excellence

• Design and deliver an inclusive affiliation and engagement calendar built around the HMS pillars (connect to BCG, to each other, to stakeholders, and service excellence).
• Drive inclusion, recognition, and cultural consistency in partnership with HR, aligning with BCG’s EVP and DE&I priorities.
• Use People Survey results, pulse feedback, and other KPIs to identify improvement opportunities, shape action plans, and track progress against targets.
• Contribute to the office identity and tone through cultural moments, recognition programs, and compelling communications
• Coordinate with Hub Sponsor and the Senior Leadership Team to ensure leadership presence at key moments and milestones.

Office Service Excellence

• Partner with Global Real Estate on new office fit out ensuring new office is operationally ready and operating principles tested and embedded to deliver high quality employee experience.
• Own selection and management key vendor relationships, ensuring services meet needs of hosted employees across food and beverage, hard and soft facilities provision, meetings and events.
• Act as an escalation point for office service issues, coordinating resolution and communicating outcomes to relevant stakeholders.
• Drive team to best in class service through standard operating procedures

Operational Efficiency & Scalability

• Track and report on key operational metrics, identifying trends and escalating risks or issues with proposed mitigations.
• Deliver efficiency initiatives, optimising space, costs, and service model, while preserving a high-quality employee experience.
• Partner with Global Real Estate on capacity planning, small works, upgrades, and space strategy, providing input and coordinating local implementation.
• In conjunction with Hub Services Senior Director manage the hub’s affiliation and engagement budget, ensuring financial oversight and procurement is conducted in line with BCG policy and that programming is an inclusive and vibrant mix of activities to further key priorities.

People Management

• Directly manage a small office services team, setting clear performance expectations and conducting regular check-ins and PDG reviews.
• Coach and develop direct reports, creating opportunities for growth and providing timely developmental feedback throughout the year.
• Delegate tasks effectively, being mindful of team capacity and capability, and stepping in to support when challenges arise.
• Foster a psychologically safe team environment where colleagues feel valued, included, and empowered to raise ideas or concerns.

YOU’RE GOOD AT

• Delivering operational plans end-to-end, workplanning, tracking milestones, managing risk, and escalating early when needed.
• Planning and delivering high-profile events and engagement programs that reflect BCG’s values and strengthen community ties.
• Building strong, trusted working relationships across teams, levels, and geographies.
• Using data, feedback, and insights to identify improvements and shape practical action plans.
• Managing vendors, budgets, and communications to a high operational standard.
• Coaching and developing direct reports, with a genuine interest in their growth.
• Communicating clearly and adapting your approach to different audiences, from team briefings to senior stakeholder updates.

What You'll Bring

Required

• Experience working in a fast-paced, professional services or shared-services environment, with comfort navigating multiple stakeholder needs and developing virtual and in person relationships.
• Strong project management and organisational skills with experience running large-scale events (200 +) and multi-touch programmes in highly matrixed organisations.
• Track record of driving engagement and community through a varied programme of activities, with evidence of tailoring approaches to different audiences and cultures
• Demonstrated ability to collaborate across teams and levels, including senior stakeholders, confident working with ambiguity to reach workable solutions.
• Confidence with budgets, operational documentation. Data literate.
• Excellent written and verbal communication skills with high attention to detail.
• Demonstrated people management skills, including coaching, developing, and motivating staff and fostering a positive, inclusive, and service-first environment.
• Written and spoken English and Portuguese at a professional level
• Proficiency with Microsoft Office and willingness to learn other core software including event planning, communications, and office operations tools.
• Experience coordinating across multidisciplinary, diverse teams and networks, managing competing priorities and keeping stakeholders aligned.

Preferred

• Experience consciously building a defined culture within a new or growing team.
• Experience of team-working with colleagues from different parts of the world, demonstrating cultural sensitivity and an ability to develop relationships in a virtual context
• An understanding of BCG organisation including business services teams.
• Existing network within the Lisbon market, or BCG EMESA organisation.
• Creativity, curiosity, and a deep sense of ownership for employee experience.

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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