Associate - Implementation - Contact Center Transformation

McKinsey & Company
parental leave, paid time off
United States, Florida, Miami
Mar 06, 2025
Implementation Associate - Implementation - Contact Center Transformation Job ID: 95788 Do you want to work on complex and pressing challenges-the kind that bring together curious, ambitious, and determined leaders who strive to become better every day? If this sounds like you, you've come to the right place. Your Impact As an Implementation Associate, you will work alongside a small McKinsey team to develop the capabilities, systems, and processes needed for our clients to achieve tangible, bottom-line results. You will serve as an expert in implementing holistic transformations, including customer experience/service design, frontline and field operations process improvements, corporate business function optimization, and customer care. You'll also leverage cross-cutting foundation capabilities to deliver significant and sustainable cost impact. Your role will go beyond advising and delivering solutions-it will be about coaching and creating lasting change. Collaborating directly with clients, you'll uncover the underlying challenges behind their strategies, create actionable plans that drive real transformation, and ensure that these changes are sustainable over the long term. The clients you'll work with are not just any clients-they are some of the most influential organizations, from Fortune 500 companies to innovative startups. We'll count on you to go the extra mile, solving immediate problems while driving lasting impact. Your judgment and integrity will be key to ensuring our recommendations are not only effective but also enduring. Your Growth Driving lasting impact and building long-term capabilities with our clients is not easy work. You are the kind of person who thrives in a high performance/high reward culture - doing hard things, picking yourself up when you stumble, and having the resilience to try another way forward. In return for your drive, determination, and curiosity, we'll provide the resources, mentorship, and opportunities you need to become a stronger leader faster than you ever thought possible. Your colleagues-at all levels-will invest deeply in your development, just as much as they invest in delivering exceptional results for clients. Every day, you'll receive apprenticeship, coaching, and exposure that will accelerate your growth in ways you won't find anywhere else. When you join us, you will have: Continuous learning:Our learning and apprenticeship culture, backed by structured programs, is all about helping you grow while creating an environment where feedback is clear, actionable, and focused on your development. The real magic happens when you take the input from others to heart and embrace the fast-paced learning experience, owning your journey. A voice that matters:From day one, we value your ideas and contributions. You'll make a tangible impact by offering innovative ideas and practical solutions. We not only encourage diverse perspectives, but they are critical in driving us toward the best possible outcomes. Global community:With colleagues across 65+ countries and over 100 different nationalities, our firm's diversity fuels creativity and helps us come up with the best solutions for our clients. Plus, you'll have the opportunity to learn from exceptional colleagues with diverse backgrounds and experiences. World-class benefits:On top of a competitive salary (based on your location, experience, and skills), we provide a comprehensive benefits package, which includes medical, dental, mental health, and vision coverage for you, your spouse/partner, and children. Your qualifications and skills Undergraduate degree required, master's degree in engineering, business, operations or related disciplines preferred 5+ years of relevant experience that includes a progressive career trajectory, outstanding professional achievement and impact preferably with large, multi-national companies/organizations Experience in at least two of the following: customer experience process improvement; frontline, field service or customer care process transformation; general and administrative (Finance / HR) function transformation or process implementation in the middle office (claims, mortgages, case management) or contact center Demonstrated experience successfully leading a transformational/capability building activity within a back office / shared service center in any industry or frontline services environment such as retail, telecom, banking, travel and transport, hospitality, financial services Highly capable problem solver, able to work on complex problems requiring strong analytical, conceptual and quantitative ability Ability to create work product-focused materials / outputs, which may include PowerPoint decks, Excel models, articles, or other written deliverables Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization Willingness to travel up to 80% and work in varying environments that may be challenging and/or not accessible (e.g., factories, hospitals, mines) Please review the additional requirements regarding essential job functions of McKinsey colleagues. Apply Now Apply Later FOR U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law. Certain US jurisdictions require McKinsey & Company to include a reasonable estimate of the salary for this role. For new joiners for this role in the United States, including all office locations where the job may be performed, a reasonable estimated range is $192,000 - $192,000 USD -to help you understand what you can expect. This reflects our best estimate of the lowest to highest [salary/hourly wages] for this role at the time of this posting, ensuring you have a clear picture right from the start, though it's important to remember that actual salaries may vary. Factors like your office location, your unique blend of experience and skills, start date and our current organizational needs all play a part in determining the final figure. Certain roles are also eligible for bonuses, subject to McKinsey's discretion and based on factors such as individual and/or organizational performance. Additionally, we provide a comprehensive benefits package that reflects our commitment to the wellness of our colleagues and their families. This includes medical, mental health, dental and vision coverage, telemedicine services, life, accident and disability insurance, parental leave and family planning benefits, caregiving resources, a generous retirement contributions program, financial guidance, and paid time off. FOR NON-U.S. APPLICANTS: McKinsey & Company is an Equal Opportunity employer. For additional details regarding our global EEO policy and diversity initiatives, please visit our McKinsey Careers and Diversity & Inclusion sites. Job Skill Group - CSS Associate Job Skill Code - SIC - Senior Implementation Coach Function - Operations Industry - Post to LinkedIn - Yes Posted to LinkedIn Date - Tue Mar 04 00:00:00 GMT 2025 LinkedIn Posting City - Miami LinkedIn Posting State/Province - Florida LinkedIn Posting Country - United States LinkedIn Job Title - Associate - Implementation - Contact Center Transformation LinkedIn Function - Consulting LinkedIn Industry - Financial Services;Insurance;Outsourcing/Offshoring LinkedIn Seniority Level - Associate