Job Description

As a Specialist in McKinsey’s Operations Practice, you will blend strategic thinking with hands-on implementation to help clients define their customer care vision and operational strategies. You will work between business and technology owners to solve strategic decisions on contact center technology and participate in client development through workshops and proposals.

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 across the critical elements of contact center strategy, design and delivery
Deep knowledge of common telephony and CCaaS products, including Genesys, Amazon Connect, Five9, NICE, and Google CES
Exposure to implementing agentic solutions in contact center operations
Experience working in cross-functional teams
Industry expertise preferred in Banking, Insurance, Financial Services, High Tech, Media, Telecom, Retail/Consumer, Healthcare, Travel/Transport, or Public Sector
Ability to work or attend meetings outside of traditional business hours
Exceptional time management skills
Proficient in rational decision making based on data, facts, and logical reasoning
Ability to travel up to 80%

Responsibilities

Blend strategic thinking with hands-on implementation to define operational strategies for clients
Advise clients in defining their customer care vision and roadmap
Design future state and establish foundational enablers for service operations
Serve as the lead translator between business and technology owners
Participate in client development through meetings and workshops
Write proposals for new client engagements
Lead key internal knowledge building initiatives and client workshops
Drive the vision for new horizons of agentic and AI in customer care

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.