Associate - Service Operations

McKinsey & Company; Minneapolis (MN); On-site; USD 172,800 - 211,200; Full time

Benefits offered by this job

Continuous learning programs

Comprehensive benefits package

Opportunities for mentorship

Job summary

A leading consulting firm is seeking a Consulting Associate to drive operational strategy for clients. Responsibilities include advising on improvements, implementing recommendations, and leading transformational projects. Ideal candidates have 6+ years of experience, strong problem-solving skills, and are collaborative team players. This role includes a competitive salary and comprehensive benefits package.

Qualifications

• 6+ years of relevant experience in a progressive role.
• Experience in contact center process improvement or customer experience.
• Ability to work collaboratively in a team environment.

Responsibilities

• Advise on operational strategies to solve client problems.
• Implement recommendations in support of business objectives.
• Drive transformational activities within a service environment.

Skills

Problem solving

Analytical skills

Team collaboration

Process improvement

Transformational leadership

Education

Undergraduate degree

Master’s degree in engineering, business, operations, or related disciplines

Tools

PowerPoint

Excel

Job description

Consulting Associate - Service Operations

Job ID: 100701

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

You will be responsible for blending strategic thinking with hands‑on experiences, advising on developing and defining operational strategies to help our clients around the world solve their most critical problems. In your role you will provide a unique set of tools and techniques to help clients identify opportunities for improvement, and you will implement recommendations in support of our client's business objectives. You will work directly with clients while sharing your expertise and insights with colleagues globally, thereby expanding our knowledge and refining our approaches in Service Operations. You will make meaningful, hands‑on contributions to multiple projects across a dynamic set of situations in a way that utilizes your deep knowledge of functional transformations. To be successful, you will leverage automation and digital processes to help our clients realize significant performance improvements quickly. You will push both your co‑workers and our clients into thinking about challenging situations in new and transformative ways.

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.

Benefits

• 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 to enable holistic well‑being for you and your family.

Your Qualifications and Skills

• Undergraduate degree required, master’s degree in engineering, business, operations, or related disciplines preferred.
• 6+ 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: contact center 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 customer experience engineering.
• 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.

Equal Opportunity Employer (U.S.)

McKinsey & Company is an Equal Opportunity 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 U.S. 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 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.

Equal Opportunity Employer (Non-U.S.)

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.