Customer Success Partner – Operations 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.

Customer Success Partner – Operations Lead

Every single McKesson employee contributes to our mission—by joining McKesson you act as a catalyst in a chain of events that helps millions of people all over the globe. Talented, compassionate people are the future of our company—and of healthcare. At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare. Working here is your opportunity to shape an industry that’s vital to us all. 

McKesson operates some of the largest eCommerce platforms in the world along with best-in-class drug inventory management systems and other tools used by Oncology and Specialty medical practices. We are looking for a seasoned operations professional to help mature and transform our Practice Services IT operations to world class level. The successful candidate will have the perfect blend of an operations mindset, IT service management expertise, in depth knowledge of software development and delivery processes, strong leadership skills, a keen attention to detail, and the ability to collaborate effectively with cross-functional teams to deliver and support innovative digital solutions. This role will be responsible for developing and implementing strategies to optimize operational efficiency, ensure compliance with regulatory requirements, and maintain high standards of governance.  The ideal candidate will work closely with Service Manager, Product Managers and Software Delivery leadership to manage operations delivery, project execution, and service excellence.

Position Description 

• Develop and implement operational strategies to streamline processes, reduce costs, and enhance overall efficiency. 

• Establish and enforce governance policies and procedures to ensure compliance with regulatory standards and industry best practices. Govern our external partners. 

• Analyze operational effectiveness for all supporting MT services to identify irregularities and performance issues and drive continuous improvement. Identify and actively close gaps in real-time monitoring and monitoring response. 

• Maintain Service Level Agreements (SLAs) and deliver operations compliance reporting, taking corrective actions as necessary to remediate breaches.

• Maintain projections for infrastructure (HW, SW, Licensing) refreshes related to MT services.  Identify aging technology elements and create and replace these elements with modern technology.  

• Develop, implement, monitor and evolve an effective DR/BC program for business-critical Practice Services platforms.

• Represent Practice Services in MT Operations Meetings, Change Advisory Boards (CABs), and Root Cause Analysis (RCA) reviews.

• Lead cross-functional teams to drive continuous improvement initiatives and operational excellence throughout the organization. 

• Oversee reporting and analytics initiatives, including the development of key performance indicators (KPIs) and metrics to track progress and identify areas for improvement. 

• Collaborate with departmental leaders to develop and maintain operational budgets, forecasts, and resource allocation plans. 

• Conduct regular audits and assessments to evaluate the effectiveness of operational processes, governance frameworks, and reporting systems. 

• Provide guidance and support to departmental leaders on operational, governance, reporting, and analytics-related issues. 

• Stay informed about industry trends, regulatory changes, and emerging best practices related to operations, governance, reporting, and analytics. 

• Foster a culture of accountability, transparency, and compliance within the organization. 

• Prepare and present reports, presentations, and recommendations to senior leadership and stakeholders. 

Minimum Experience Requirements 

• 8+ years of operations experience delivering and supporting high-quality, reliable technology services   

• 3+ years in a customer-facing or team lead role  

Critical Skills 

• Proven record of success running IT Service Management operating model.

• Solid background in cloud architecture, microservices, and modern architecture for eCommerce systems 

• Experience supporting SAP-enabled platforms

• Knowledge of software engineering best practices 

• Experience developing and implementing operational strategies that drive measurable results 

• Strong understanding of regulatory requirements and governance principles 

• Excellent leadership, communication, and interpersonal skills 

• Ability to work effectively in a fast-paced, dynamic environment and lead cross-functional teams to achieve common goals 

• Detail-oriented with strong analytical and problem-solving abilities 

• Ability to successfully influence up, down, and across organizations to drive operational excellence 

Additional Knowledge & Skills 

• Knowledge of and experience in the Healthcare industry in an IT role is a plus. 

• Highly organized and detail-oriented with respect to documentation. 

• Exceptional verbal and written communication competency. 

• Excellent critical thinking and diagnostic aptitude. 

• High capacity to manage multiple priorities. 

• Exhibit a strong sense of urgency and ownership for task/project completion. 

• Strong leadership skills that inspire team confidence and respect while motivating team members in a creative and effective manner. 

• Experience in managing and working with distributed team members. 

• Desire for achieving excellence in customer satisfaction, process and product quality and reliability. 

Education 

• 4-year degree in computer science or related field or equivalent experience  

• 4-year business degree considered if candidate has extensive IT operations experience

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.

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