CRM Solutions & Optimization Lead

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

Current Need:

McKesson is seeking a CRM Solutions & Optimization Lead to lead the strategy, development, and continuous improvement of our Salesforce Service Cloud platform, ensuring seamless integration with our Contact Center as a Service (CCaaS) solution in our Customer Experience Organization (CxO). This role will be responsible for defining the Salesforce roadmap, optimizing agent and customer experiences, and leveraging AI, automation, and analytics to drive operational excellence.

The ideal candidate has deep expertise in Salesforce Service Cloud, CCaaS integration (Genesys, Five9, or similar), and contact center best practices. They will collaborate with cross-functional teams—including McKesson Technology Teams, contact center business operations including back-office WFM teams, and executive leadership—to deliver a unified, best-in-class CRM and CCaaS solution that supports McKesson’s mission of improving healthcare access and service excellence.

Key Responsibilities:

Product Strategy & Roadmap:

• Define and execute the Salesforce CRM roadmap to enhance customer interactions and agent productivity.

• Align CRM capabilities with CxO's digital transformation initiatives for the Enterprise Contact Center.

• Partner with business stakeholders to gather requirements and translate them into actionable product features.

• Work closely with CxO Leadership and various key stakeholders, IT, Sales, Distribution, CRM vendors, and Product teams to gather requirements and feedback.

Salesforce & CCaaS Integration:

• Ensure real-time data flow and synchronization between Salesforce Service Cloud and the CCaaS platform.

• Optimize case routing, AI-powered self-service, and omnichannel engagement through integrated solutions.

• Work with IT and vendors to implement CTI (Computer Telephony Integration), IVR, and agent desktop enhancements.

Cross-Functional Collaboration:

• Work closely with customer service leaders to improve agent efficiency and customer interactions.

• Partner with IT, developers, and third-party vendors to implement and optimize Salesforce and CCaaS capabilities.

• Act as the bridge between technical teams and business users, ensuring smooth adoption of new features.

Technology Evaluation and Implementation:

• Partner with McKesson Technology to evaluate emerging digital technologies, tools/platforms, and make recommendations on impact to business. 

• Oversee the implementation of solutions, ensuring they are integrated into existing systems and processes effectively.

Optimization & Continuous Improvement:

• Monitor contact center KPIs (AHT, CSAT, FCR, etc.) and optimize CRM workflows accordingly.

• Leverage AI-driven insights and automation to improve agent performance and customer satisfaction.

• Lead training and change management efforts to drive adoption of Salesforce and CCaaS tools.

Minimum Requirement:

• Degree or equivalent and typically requires 7+ years of relevant experience.

Critical Skills:

• 7+ years' experience with Salesforce CRM and at least one leading CCaaS platform (e.g., Genesys CX or Five9).

• 5+ years of experience in product management, preferably with exposure to contact center operations, digital transformation with CRM integrations.

• Strong understanding of contact center operations, case management, and omnichannel customer service.

• Strong experience with agile product development and integration projects.

• Ability to translate business needs into technical requirements and collaborate with IT teams.

• Strong stakeholder management, communication, presentation, and problem-solving skills.

Preferred Qualifications:

• Salesforce Administrator or Service Cloud Consultant certification.

• Experience with AI-powered chatbots, automation, and self-service portals.

• Familiarity with speech analytics, sentiment analysis, and predictive customer insights.

• Knowledge of healthcare industry contact center environments.

• Understanding of API integrations, data mapping, and system architecture.

Working Conditions:

• WFH/Office Demands

• Travel up to 20%

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please click here.

Our Base Pay Range for this position

McKesson is an Equal Opportunity Employer

McKesson provides equal employment opportunities to applicants and employees and is committed to a diverse and inclusive environment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age or genetic information. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

Join us at McKesson!