Operations

About Travis

Travis leads McKinsey’s global Service Operations Practice. He is also a leader in McKinsey’s Travel, Transportation, & Logistics Industry Practice. He has led several knowledge-development efforts on services topics ranging from growth strategy to frontline performance improvement.

Some of Travis’s recent work includes:

• improving network capacity and frontline productivity at a large railroad
• transforming customer experience across all channels at a global telecom and media company
• leading a multiyear performance transformation with a transportation and logistics company
• developing and implementing a pricing strategy for a B2B services provider
• working with a global retailer to develop and build a multibillion dollar services business
• leading an end-to-end service-delivery performance improvement with an IT services provider
• designing and implementing a customer-service-network strategy and operations-improvement program for a telecommunications provider
• developing a network-and-operations improvement program to support rapid growth and reduce costs for a pharmacy benefits manager

Prior to joining McKinsey, Travis held management positions at buy.com, Wells Fargo, US West, and Arthur Andersen business consulting, where he served clients in the telecommunications and media industries.

Travis holds an MPA from the Graduate School of Business of the University of Texas at Austin, where he was a Somerfeld scholar and received the Dean’s Award for academic excellence. He also received a BBA in accounting from the University of Texas, graduating with honors.

Published work

“Research priorities for the science of service: CSL report,” Center for Services Leadership, W.P. Carey School of Buisness, Arizona State University, 2010

“Improving productivity in product services,” McKinsey on Operations, February 2007

“An opportunity in aftermarket services,” McKinsey on Marketing, February 2005

Past experience

Education