Senior Manager, Customer Support Operations

Job not on LinkedIn

🕒 5 days ago

⛰️ Colorado, New Jersey – Remote

⛰️ Colorado – Remote 🏖️ New Jersey – Remote

💵 $87.5k - $145.8k / year

⏰ Full Time

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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McKesson

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1833

💼 Consulting

📦 Logistics

🏥 Healthcare

Consulting • Logistics • Healthcare

McKesson is a diversified healthcare leader specializing in pharmaceutical distribution, medical supplies, and healthcare services. Their solutions facilitate patients' access to life-changing therapies, support efficient operations for pharmacies, health systems, and clinics, and address critical issues such as drug shortages through a resilient supply chain. McKesson provides comprehensive services such as pharmacy management software, consulting, and technology solutions for specialty practices, focusing on improving health outcomes and advancing the pharmaceutical industry. They work closely with biopharma companies to enhance medication access, adherence, and commercialization while supporting oncology and biopharma practices through data-driven insights and real-world evidence.

📋 Description

• Lead Tier 1 customer support operations, including intake, triage, escalation, case management, and resolution processes • Develop and execute customer support strategies to improve responsiveness, service levels, and customer outcomes • Establish operational standards, workflows, and performance metrics across the support organization • Use support analytics, reporting, and customer feedback to identify trends, reduce recurring issues, and improve operational performance • Own and optimize Jira Service Management processes, dashboards, and reporting routines • Monitor ticket volume, backlog health, response times, resolution times, first-contact resolution, and customer satisfaction KPIs • Partner with Tier 2, Tier 3, Product Management, Engineering, and Operations to improve escalation management and reduce repeat incidents • Drive continuous improvement initiatives that simplify the support experience and reduce customer friction • Identify opportunities for AI, automation, predictive analytics, self-service tools, and intelligent routing • Lead, coach, and develop a high-performing support team • Communicate performance trends, business insights, and improvement opportunities to senior leadership

🎯 Requirements

• Degree or equivalent experience • Typically 12+ years of professional experience • 4+ years of management experience • Experience leading customer support, service operations, technical support, or help desk teams in a complex technology environment • Experience managing and developing people leaders and/or customer support professionals • Experience using Jira and Jira Service Management platforms • Experience building and utilizing operational dashboards, KPIs, and service performance reporting • Demonstrated success driving process improvements, operational efficiency, and customer satisfaction initiatives • Strong stakeholder management and cross-functional leadership skills • Ability to travel up to 15% as required • Must be able to work at a computer and participate in virtual meetings for extended periods • Preferred: experience with eazyBI or similar business intelligence and analytics platforms • Preferred: experience implementing AI-enabled customer support solutions, automation tools, or predictive analytics capabilities • Preferred: knowledge of IT Service Management (ITSM) practices, incident management, and service operations • Preferred: experience improving customer effort scores, CSAT, SLAs, and first-contact resolution metrics • Preferred: Six Sigma, Lean, continuous improvement, or process optimization experience • Preferred: experience supporting SaaS, healthcare technology, pharmacy technology, or enterprise software environments

🏖️ Benefits

• Competitive compensation package • Annual bonus or long-term incentive opportunities may be offered • Equal employment opportunities • Reasonable accommodation for applicants with disabilities