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Senior Operations Manager, Health Systems Customer Support Specialist
2 months ago
Job Summary
Mckesson is seeking an experienced Health Systems Operations Manager to lead our Customer Support team in Fort Worth, TX. As a key member of our operations team, you will be responsible for managing the overall performance of our high-volume customer support team, driving business results, and enhancing the customer experience.
Key Responsibilities
- Develop and implement strategies to meet departmental goals and objectives.
- Analyze and evaluate department operating performance data, communicating results to senior management.
- Lead and motivate a team of supervisors and employees, ensuring highest productivity and customer satisfaction.
- 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, and internal and external business partners.
- 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.
- Act as site safety and security leader.
Requirements
- 5+ years customer service experience in a call center environment, including 3+ years leadership experience.
- Advanced Excel skills.
- 2+ years of experience managing people leaders.
- 3-5 years experience in a manager role, 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-based environment and ability to manage timelines.
- Advanced technical comprehension required, including MS Office and the ability to learn new systems as required.
- Strong analytical and business acumen.
Preferred Qualifications
- Experience managing a team of 10+ employees.
- Pharmaceutical industry experience preferred.
- Professional business-to-business acumen.
- Experience with Salesforce and SAP a plus.
Education
4-year degree in business or related field or equivalent experience.
McKesson is an Equal Opportunity/Affirmative Action employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
