Solution Delivery Specialist - Customer Care, Operations


  • University degree preferably in computer science or computer engineering with excellent academic record
  • 5+ years of experience in consulting, product management or in a call center industry; customer care technology experience strongly preferred
  • Experience with survey tools and platforms (e.g., Qualtrics, Alteryx, Tableau and SPSS) is a plus
  • Ability to work collaboratively in a team environment
  • Ability to communicate effectively - both verbally and in writing - in English and Spanish

Who You'll Work With

You will be based in our San Jose, Costa Rica office as part of our Operations practice focused on Customer Care.

Our Operations practice assists our clients in solving the world's toughest problems. Blending strategic thinking with hands-on practicality, our team of consultants and experts work to develop and implement operational strategies that solve our clients' most critical problems on a global scale.

McKinsey's Service Operations service line helps clients transform their service operations to and beyond their expectations while achieving business goals related to cost and profitability.

We focus on four main areas - customer experience, lean management in service industries, frontline & sales transformations, field service, customer care, and corporate and business function transformations.

Our solutions teams are one of the fastest-growing parts of our firm, with more than 1,500 dedicated professionals (including more than 800 analysts and data scientists) and we’re hiring more mathematicians, data scientists, designers, software engineers, product managers, client development managers and general managers.

What You'll Do

You will play a key role in supporting client engagements and practice initiatives, developing customer care solution assets and accelerating client development across a broad set of industries.

This includes gathering and analyzing information, formulating and testing hypotheses, and developing and communicating recommendations.

You will also be responsible for working with client service teams to identify deployment opportunities for the Voice360 asset.

By optimizing contact-center operations, driving effective service and placing customer care at the heart of an organization, you will guide the creation of value in customer-care operations.

You will codify learnings and develop recommendations to be shared across annual reports, whitepapers, webinars, and other reach and relevance efforts.

You will also work with 3rd party vendors to improve the benchmarking and speech analytics solution to grow it further and to ensure maintenance and smooth delivery in client situations.


This employer is a corporate member of myGwork - LGBTQ+ professionals, the business community for LGBTQ+ professionals, students, inclusive employers & anyone who believes in workplace equality.

Publicada el 21/02/2022

Finaliza el 22/05/2022

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