Job Properties
  • Job Type
    Full-time Position
  • Category
    Supply Chain & Logistics
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      August 13,2022
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    Practice Manager - Global Customer Experience and Customer C...

    Who You'll Work With

    The service operations practice is seeking to hire a practice manager to oversee day-to-day operations of two important sub-service lines: customer experience and customer care.
    You will act as thought partner and convenor for the overall practice growth strategy, including identifying key underserved sectors and other growth vectors. Owning the performance reporting (scorecards) and insights that drive action along the service line growth strategy. Supporting and, in some cases, coaching for function-sector (domain) leaders who build the community and client development agenda for their intersections. Helping to set and drive the practice’s Reach & Relevance strategies (e.g., roundtables, articles, presence) and work with the Leadership and practitioners to deliver.

    What You'll Do

    You will play a key leadership role in building and nurturing a core community of service operations and marketing & sales practitioners serving clients on Customer Operations topics, this includes elements of client, knowledge, people, and practice building.
    You will serve as an indispensable member of the leadership team, whose judgment, oversight and insights into practice matters and growth are greatly valued by the leadership and contribute to the overall success of the practice. The service operations practice operates as one global practice, so this role includes global responsibilities that are shared and coordinated with the service operations and operations practice team globally.
    The global customer experience service line has been a cornerstone of the service operations and marketing & sales practices for many years, working together, the service line has developed capabilities to help clients drive customer centric transformations across their operations. This is an exciting space and the bar is rising fast for our clients as digital natives and experience disruptors define the new normal for customers.
    You will help practice leaders revisit its strategy, build new capabilities, drive the reach & relevance agenda, and support our exciting and diverse people profiles. The role complexity and wide range of stakeholders, across both operations and marketing & sales, provides a great opportunity for breadth and exposure.
    You will also directly lead the global customer care service line, one of the original and fundamental service lines within service operations, which helps clients transform their customer operations with a particular focus on call centers and remote support. With the recent acceleration of the shift to remote channels, this is service operation’s fastest growing service line.
    You will help the practice leaders develop its strategy, build and disseminate new capabilities and partnerships, drive the reach & relevance agenda, and support our exciting advanced analytics teams.


    • An advanced degree
    • Strong sense of entrepreneurship and independent working style
    • Superior organizational skills
    • Ability to operate in a peer-like way with leadership and colleagues at all levels
    • Proven problem-solving experience
    • Business management experience (e.g., engagement management)

    COVID-19 vaccination mandate:

    Employment with McKinsey & Company, Inc. in the United States and Canada is conditioned on proof of full vaccination against the COVID-19 virus (with a WHO-approved or Health Canada-approved COVID-19 vaccine, as applicable) or approval of an exemption due to a qualifying medical condition or sincerely held religious belief prior to start date.

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