Sr. Manager, Customer Support

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.

McKesson is looking for an upbeat, focused and well-organized operations manager to join our Customer Care team in La Vergne, TN and/or Fort Worth, TX.  Responsible for managing overall performance of a high-volume customer care team, the Customer Care Sr. Operations Manager will supervise and oversee the business processes to drive management of bottom-line business results.  This manager will lead the customer service team to enhance the overall customer experience while achieving departmental and company directed goals. 

Must have experience building and managing teams, with a strong focus on operational excellence, business analytics and thrive in a team environment. 

The Customer Care Operations Manager will:

• Develop and implement strategies to meet department goals. 
• Analyze, evaluate, monitor and report department operating performance data.
• Communicate analyzed results to senior management.
• Meet and actively engage with internal stakeholders.
• Develop best practices for customer service team and coordinates best method for implementing.
• Ensure all monthly/quarterly performance metrics are achieved.
• Maintain knowledge of technology and industry trends and processes and disseminate that to the Customer Support Supervisor team.

Key Responsibilities

• Plan, develop, implement and evaluate appropriate policies and procedures for call center and case management operations. 
• Coach, develop and motivate a team. Manage the work activity for supervisors and other department employees to ensure the highest productivity
• Identify and develop key performance standards and metrics to drive desired culture and work to ensure their achievement.  
• Partner and build productive working relationships with direct reports, peers, leadership, internal and external business partner
• Manage the budget for the local customer service site
• Manage customer needs and how the department processes affect the customer experience.
• Participate on cross-functional process improvement teams
• Actively participate as a SME for various projects. 
• Act as site safety and security leader

Minimum Requirement

Degree or equivalent experience. Typically requires 9+ years of professional experience and 1+ years of supervisory and/or management experience. Healthcare experience is strongly preferred.
 

Critical Skills

• 9+ years customer service experience in a call center environment; 1+ years leadership and direct management experience
• Advanced Excel and MS office skills
• 1+ year of experience managing managers, and leading, mentoring and motivating a team of business professionals
• Strong experience in a change management environment
• Excellent written and oral communication skills
• Ability to thrive and excel in a metrics-focused environment and ability to manage timelines
• Advanced technical comprehension required; demonstrated capabilities with large scale projects
• Strong analytical and business acumen
• Must have experience with Salesforce; including queue -based SLA management

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

$97,700 - $162,800

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!