Job Description

As a Specialist in McKinsey’s Operations Practice, you will blend strategic thinking with hands-on implementation to define operational strategies for clients. Your role involves advising on customer care vision, contact center investments, and technology selection while driving innovation in customer care through AI solutions.

Requirements

Undergraduate degree in business or a related discipline required; advanced graduate degree (e.g., MBA, PhD) preferred
6+ years of experience in Customer Care, Contact Center or Customer Experience transformation and strategy
Expertise in contact center strategy, design, and delivery, including core technology platforms
Deep knowledge of telephony and CCaaS products like Genesys, Amazon Connect, and Google CES
Experience implementing agentic solutions in contact center operations
Ability to work in cross-functional teams to address high-priority challenges
Industry expertise preferred in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector
Exceptional time management skills
Ability to travel up to 80%

Responsibilities

Define customer care vision and roadmap for contact center investments
Translate business and technology needs for strategic decisions on contact center tech
Participate in client development through meetings and workshops
Write proposals for new client engagements
Drive the vision for AI in customer care and define innovative frameworks
Lead internal knowledge building initiatives and client workshops

Benefits

Employees at McKinsey are often offered a comprehensive benefits package, including medical, dental, and vision coverage, prescription benefits, mental-health resources, expert medical opinions, and travel emergency protection. Financial benefits typically include retirement contributions and savings plans, life/accident/disability insurance, tax-advantaged accounts, and financial coaching. Many roles also feature generous paid time off (including volunteering days), flexible/hybrid work options, family care support (parental leave, fertility/adoption/surrogacy assistance, backup care), tuition reimbursement, transportation benefits, discounts, and matching gifts.